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 128535 results
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Decision Reference DRN-4055755
27 Apr 2023 Ageas Insurance Limited UpheldInsuranceDRN-4055755 The complaint Miss A has complained that Ageas Insurance Limited (‘Ageas’) declined her claim for damage under her home insurance policy. For the avoidance of doubt, reference to Miss A in this decision letter includes her son who has made representations on her behalf. Referen... (3 pages)View decision -
Decision Reference DRN-4061213
27 Apr 2023 Solium Capital UK Limited UpheldInvestmentsDRN-4061213 The complaint Miss S complains Solium Capital UK Limited (SCUK) failed to treat her fairly when she departed her employer’s share incentive plan (SIP). What happened Miss S was enrolled in her employer’s SIP. Her employment was due to come to an end prior to the SIP’s maturity ... (3 pages)View decision -
Decision Reference DRN-4101444
27 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4101444 The complaint A company, which I’ll refer to as “T”, complains that National Westminster Bank Plc (“NatWest”) mishandled and unfairly declined its application for a Bounce Back Loan. The complaint is brought by T’s director, who I’ll refer to as “Mrs S”. What happened Mrs S wan... (7 pages)View decision -
Decision Reference DRN-4084632
27 Apr 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4084632 The complaint Mrs S is unhappy Lloyds Bank PLC (“Lloyds”) won’t reimburse her for the money she lost when she fell victim to an ‘authorised push payment’ (“APP”) lottery scam. What happened Mrs S sadly fell victim to a cruel scam whereby she believed she had won a national lott... (6 pages)View decision -
Decision Reference DRN-4066502
27 Apr 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4066502 The complaint Mr and Mrs M are unhappy with Inter Partner Assistance SA (IPA) because it caused delays in handling and settling their travel insurance claim. Any reference to IPA includes all its agents. What happened Mr and Mrs M took out an annual multi-trip travel insurance ... (3 pages)View decision -
Decision Reference DRN-4088949
27 Apr 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4088949 The complaint A limited company, which I’ll refer to as B, complains that ClearBank Limited (‘Tide’) won’t reimburse all the money it’s lost to a scam. Mr and Mrs B, who are directors of B, bring the complaint on B’s behalf. What’s happened? B has fallen victim to a safe accoun... (9 pages)View decision -
Decision Reference DRN-4092099
27 Apr 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4092099 The complaint The estate of Mr P complains Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) have made mistakes in opening an executors account and this has caused the estate financial loss. This complaint is brought by the three executors who I’ll refer to as ED, EF... (3 pages)View decision -
Decision Reference DRN-3933466
27 Apr 2023 MBNA Limited UpheldBanking and PaymentsDRN-3933466 The complaint Mr O complains that MBNA Limited rejected his claim under section 75 of the Consumer Credit Act 1974 for a refund of his purchase of an alleged title of nobility, after it turned out to be a scam. What happened In January 2021 Mr O found a website which claimed to... (3 pages)View decision -
Decision Reference DRN-4085173
27 Apr 2023 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4085173 The complaint Mrs S complains that Brent Shrine Credit Union Limited trading as My Community Bank (BSCU) was irresponsible to lend to her. What happened BSCU agreed a loan of £12,000 for Mrs S in April 2021. The total amount owed was £16,972 to be repaid at £276 a month over fi... (4 pages)View decision -
Decision Reference DRN-3935102
27 Apr 2023 Covea Insurance plc UpheldInsuranceDRN-3935102 The complaint Mr H complains that Covea Insurance Plc (Covea) incorrectly declared his car a category B total loss after it was damaged in an accident, under his motor insurance policy. What happened Mr H was involved in an accident when driving his car in April 2021. He made a... (3 pages)View decision