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 125400 results
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Decision Reference DRN-5152223
18 Nov 2024 Western Union International Bank GmbH UpheldBanking and PaymentsDRN-5152223 The complaint Ms C says she was remitting money overseas and was asked by the receiving agent to provide video and personal identification. She was uncomfortable with this request and cancelled the transaction. She complains that when she raised her concerns about the agent ... (3 pages)View decision -
Decision Reference DRN-5109320
18 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5109320 The complaint The estate of Mr M complains that Santander UK Plc repaid Mr M’s unsecured loan from his current account before accounting to the solicitors dealing with the estate for the remaining balance in the account. What happened Mr M held a current account and a loan a... (3 pages)View decision -
Decision Reference DRN-4932138
18 Nov 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4932138 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, held him liable for a loan he didn’t take out and then added a CIFAS marker to his record. What happened Mr K complained to 118 118 Money in February after he’d discovered a loan had been take... (2 pages)View decision -
Decision Reference DRN-4903788
18 Nov 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4903788 The complaint Mr J2, Mrs J1 and Mrs J2 (on behalf of the J trust) are unhappy with the service received from Legal and General Assurance Society Limited (‘L&G’) when declining a claim under a term assurance policy (‘the policy’) after the policyholder (Mr J1) died. What... (2 pages)View decision -
Decision Reference DRN-4895816
18 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4895816 The complaint Mr T complains that HSBC UK Bank Plc returned his funds to source. He’d like the funds repaid to him and compensation for the impact. What happened In July 2023 a payment of £27,708.90 was transferred into Mr T’s account. HSBC restricted the payment. Mr T expla... (3 pages)View decision -
Decision Reference DRN-5066640
18 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5066640 The complaint Miss H complains about how her insurer, Admiral Insurance (Gibraltar) Limited valued her vehicle as a total loss following an accident. Any reference to Admiral in this decision includes their agents. What happened Miss H was involved in an accident in July 2... (4 pages)View decision -
Decision Reference DRN-5122862
18 Nov 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5122862 The complaint Mr J complains that Scottish Widows Limited made errors when it processed a correction to his pension account causing him to suffer a financial loss. He also complains about the clarity and accuracy of the information Scottish Widows Limited provided to him. Wh... (12 pages)View decision -
Decision Reference DRN-5139273
18 Nov 2024 Solium Capital UK Limited UpheldInvestmentsDRN-5139273 The complaint Mr W complains that Solium Capital UK Limited gave him misleading information and failed to provide enough support. As a result, he says that he missed out on the opportunity to purchase shares at the agreed option price. What happened Solium Capital is the sch... (4 pages)View decision -
Decision Reference DRN-5154157
18 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5154157 The complaint Miss A complains that Advantage Insurance Company Limited failed to cancel her motor insurance policy within the 14-day cooling off period. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibilit... (4 pages)View decision -
Decision Reference DRN-5022673
18 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5022673 The complaint Mr P has complained about his van insurer Liverpool Victoria Insurance Company Limited (LV) because it has avoided his policy, treated it as though it had never existed, and by association declined his claim for his damaged van. What happened Mr P bought a va... (5 pages)View decision
