We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125363 results
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Decision Reference DRN-4160187
30 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4160187 The complaint Mrs P has complained about Aviva Insurance Limited’s decision to reject a claim she made under her home and buildings insurance policy. Mrs P’s son is complaining on her behalf. What happened Mrs P discovered some of her kitchen units had sunk and obtained quotes ... (3 pages)View decision -
Decision Reference DRN-4115911
30 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4115911 The complaint Ms H complains about a declined claim she made on a pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (‘CGICE’). She also complains about an exclusion applied to the policy by CGICE. CGICE are the underwriters (insurers) of this polic... (4 pages)View decision -
Decision Reference DRN-4136451
30 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4136451 The complaint Mrs B complains that Lloyds Bank PLC failed to refund transactions she didn’t recognise. What happened What Mrs B says Mrs B noticed her credit card was missing and notified Lloyds about it. She explained that it went missing some days earlier but couldn’t be conf... (3 pages)View decision -
Decision Reference DRN-4151718
30 May 2023 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-4151718 The complaint In summary, Mr J complains that a lump sum payment to him from his pension was delayed by Interactive Investor Services Limited (IISL), trading as Interactive Investor. What happened On 19 August 2022, Mr J submitted an online application to IISL to take a pension... (4 pages)View decision -
Decision Reference DRN-4154665
30 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4154665 The complaint A company, which I’ll refer to as P, complains that Starling Bank Limited unfairly closed its bank account, defaulted its Bounce Back Loan (BBL) and used the balance of its bank account funds to repay part of the BBL debt. P also complains that the bank hasn’t pro... (3 pages)View decision -
Decision Reference DRN-4158493
30 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4158493 The complaint Mrs S complains about Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) and the way they handled the claim she made on her home emergency (HE) insurance policy. Mrs S has been represented during the claim and complaint process by her son, ... (4 pages)View decision -
Decision Reference DRN-3638703
30 May 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3638703 The complaint Mr W complains that Nationwide Building Society won’t refund the money he lost when he fell victim to an email intercept scam. What happened Mr W was in the process of buying a property. He thought he’d received an email from his solicitor requesting a £12,500 pay... (6 pages)View decision -
Decision Reference DRN-4049534
30 May 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4049534 The complaint Mr M complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement (“agreement”) he couldn’t afford to repay. What happened In July 2021 Mr M acquired a used car costing £10,995 financed by an agreement from Moneybarn.... (4 pages)View decision -
Decision Reference DRN-4158459
30 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4158459 The complaint Mr B complains that Barclays Bank UK Plc made mistakes when it sent him a new debit card, causing him significant distress and financial loss. What happened Mr B had a debit card for his Barclays account. On 17 April 2022 a suspicious transaction was flagged, Barc... (3 pages)View decision -
Decision Reference DRN-4158729
30 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4158729 The complaint Ms C complains that National Westminster Bank Plc (NatWest) mistakenly told her that her business overdraft would be automatically renewed. What happened Ms C holds two business current accounts with NatWest. In September 2021, NatWest told Ms C that the overdraft... (3 pages)View decision
