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-3407747
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3407747 The complaint Mrs A complains that Lloyds Bank PLC (Lloyds) didn’t process her Data Subject Access Request (DSAR). What happened Mrs A submitted a DSAR in February 2019. The DSAR documents were sent to Mrs A in June 2019 – but to her previous address. They were sent again in Oc... (3 pages)View decision -
Decision Reference DRN-3364863
30 Mar 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3364863 The complaint Mrs A complained that 1Plus1 Loans Limited trading as 1Plus1 Loans lent to her irresponsibly and provided her with an unaffordable loan. What happened Mrs A was given a loan by 1Plus1 as follows: Date taken Loan status Number of monthly instalments Loan amount Mon... (4 pages)View decision -
Decision Reference DRN-3340624
30 Mar 2022 Covea Insurance plc UpheldInsuranceDRN-3340624 The complaint Mr W complains about the valuation Covea Insurance plc (Covea) put on his car when it was damaged in an accident. What happened Mr W had motor insurance underwritten by Covea. Mr W’s car was badly damaged when it was hit by another vehicle. Covea decided the car w... (3 pages)View decision -
Decision Reference DRN-3386978
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3386978 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) closed his account and registered a Cifas marker against him without due cause. What happened In May and June 2020, four payments were made into Mr M’s Lloyds account totalling approximately £300. The funds were remov... (3 pages)View decision -
Decision Reference DRN-3407692
30 Mar 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3407692 The complaint Mr T is unhappy that Assurant General Insurance Limited (AGI) declined his claim under his gadget insurance following a burglary while he was on holiday. Mr T took out the insurance through his bank, which was underwritten by AGI. What happened Briefly, Mr T was o... (3 pages)View decision -
Decision Reference DRN-3407672
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3407672 The complaint A, a limited company, complains that Lloyds Bank Plc didn’t comply with the terms of a court order, which led to difficulties in paying money in and out of the business account. A would like to be compensated for the distress and losses. What happened A is represe... (4 pages)View decision -
Decision Reference DRN-3057640
30 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3057640 The complaint Mr R complains that Wellington Court Financial Services Limited advised him to transfer his personal pension into a Self-Invested Personal Pension (SIPP) and left it uninvested in cash. What happened Mr R says he was cold called in 2015 by an unregulated introduce... (6 pages)View decision -
Decision Reference DRN-2980158
30 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-2980158 The complaint Mr S complains he was unable to set up online banking with TSB Bank plc (TSB). What happened Mr S says in May 2020 with the help of his daughter, he attempted to set up an online banking facility with TSB so he could access his bank accounts, rather than visiting ... (3 pages)View decision -
Decision Reference DRN-3323105
30 Mar 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3323105 The complaint Ms W complains that Starling Bank Limited (“Starling”) aren’t communicating with her in line with her communication needs. She also complains about their handling of disputes she has raised and about their decision to close her account. What happened The facts of ... (5 pages)View decision -
Decision Reference DRN-3404759
30 Mar 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3404759 The complaint Miss D is unhappy that Starling Bank Limited won’t refund the money she’s lost to a scam. What’s happened? Miss D found a company selling wholesale clothing items (‘the seller’) on a popular social media platform. She contacted the seller and agreed to purchase 20... (5 pages)View decision
