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 120469 results
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Decision Reference DRN-3647009
16 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3647009 The complaint Mr W complains that Barclays Bank UK PLC will not refund all of the money he lost after falling victim to a cryptocurrency investment scam. What happened In late December 2020, Mr W fell victim to a scam after connecting with an individual on a dating app. He expl... (7 pages)View decision -
Decision Reference DRN-3579985
16 Aug 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3579985 The complaint Mr A has complained that Marks & Spencer Financial Services Plc recorded a default on his credit file because he didn’t make payments to his credit card and that it now refuses to remove the default. What happened Mr A took the credit card out in 2014. At that... (3 pages)View decision -
Decision Reference DRN-3467695
16 Aug 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3467695 The complaint Miss B complains about how Sainsbury’s Bank Plc (‘SB’) responded to a claim she made regarding holiday accommodation bought using her credit card. What happened In summary, Miss B paid for a holiday villa for her and a group including family members. She used her ... (4 pages)View decision -
Decision Reference DRN-3612787
16 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3612787 The complaint Ms J complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim following a theft from her vehicle, and its decision that the car was a total loss, under her motor insurance policy. Ms J is represented in her complaint by Mr C. I will re... (6 pages)View decision -
Decision Reference DRN-3650894
16 Aug 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3650894 The complaint Mr S has complained, in summary, that JD Williams & Company Limited, trading as Jacamo, (“Jacamo”), lent to him irresponsibly. He said the lending was unaffordable for him. What happened Jacamo opened a credit account for Mr S in April 2016 with a credit limit... (6 pages)View decision -
Decision Reference DRN-3434725
16 Aug 2022 Jigsaw Insurance Services Plc UpheldInsuranceDRN-3434725 The complaint Mrs R has complained that Jigsaw Insurance Services Plc unfairly removed her cover for prosthetics from her lifetime pet policy. What happened Mrs R bought her policy in June 2018 via a comparison website and then through Jigsaw’s own website. The insurer at that ... (5 pages)View decision -
Decision Reference DRN-3650803
16 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3650803 The complaint Mr A complains about an overdraft limit that TSB Bank plc provided to him on his bank account. He says that he had a gambling addiction and that it was irresponsible for TSB Bank plc to provide him this facility. What happened Mr A has two accounts with TSB Bank p... (5 pages)View decision -
Decision Reference DRN-3651643
16 Aug 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3651643 The complaint Mr M complains on behalf of the estate of his late mother, Mrs M, that Lloyds Bank General Insurance Limited (Lloyds) declined a claim for theft under her home building insurance policy. For ease of reading I will refer to Mr M as the complainant in my decision. W... (4 pages)View decision -
Decision Reference DRN-3651477
16 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3651477 The complaint Miss M complains that Advantage Insurance Company Limited (Advantage) charged her two excess fees and failed to refund premiums after removing a named driver, following a claim under her motor insurance policy. What happened Miss M took out her motor insurance pol... (4 pages)View decision -
Decision Reference DRN-3651073
16 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3651073 The complaint Mr K has complained that Aviva Insurance Limited turned down his claim under his motor insurance policy after his van was stolen. What happened Mr K bought a van to use in connection with his business. He bought it privately via an online marketplace in cash. He’s... (4 pages)View decision
