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 125299 results
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Decision Reference DRN-4850589
12 Nov 2024 ReAssure Limited UpheldInsuranceDRN-4850589 The complaint The estate of Ms M complains that ReAssure Limited declined a claim she made on a Crisis Cash Cover policy. What happened Ms M had a Crisis Cash Cover policy which included cover for serious and critical illnesses. Ms M was diagnosed with Multiple Sclerosis (MS)... (3 pages)View decision -
Decision Reference DRN-4785695
12 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4785695 The complaint Dr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the remaining funds she lost when she fell victim to a scam. What happened What Dr C says Dr C says that after receiving an inheritance she left her contact details on the websites of some investment ... (6 pages)View decision -
Decision Reference DRN-5139278
12 Nov 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5139278 The complaint Mr I complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) did not respond to his emails appropriately when he was struggling financially. What happened Mr I says that he sent an email to CCB on 5 June 2024 settin... (3 pages)View decision -
Decision Reference DRN-4473768
12 Nov 2024 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-4473768 The complaint Mr W complains that AIB Group (UK) Plc (AIB) won’t refund money he lost in an investment scam. What happened What Mr W says: Mr W was cold called by someone who said she was a broker, and she recommended investing in US oil and gas using an investment firm in S... (6 pages)View decision -
Decision Reference DRN-5139736
12 Nov 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5139736 The complaint Miss J complains that Sainsbury's Bank Plc has treated her unfairly by not letting her access certain online services since her credit card account has been closed. What happened Miss J had a Sainsbury’s credit card. From July 2023 she began exceeding her ... (3 pages)View decision -
Decision Reference DRN-4855057
12 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4855057 The complaint Mr B complains that Santander UK Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr B has explained that he was introduced to an investment opportunity, that I’ll refer to as S, by a friend... (6 pages)View decision -
Decision Reference DRN-5136924
12 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5136924 The complaint Mr M complains about U K Insurance Limited’s handling of a claim under his car insurance policy. Mr M has been represented by his son in this complaint, but for ease of reference, I shall refer to anything Mr M’s representative said on his behalf, to have been ... (4 pages)View decision -
Decision Reference DRN-5139853
12 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5139853 The complaint Mr S complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (”BMWFS”) supplied him with a car that wasn’t of satisfactory quality. What happened In January 2024, Mr S acquired a used car with BMWFS using a hire purchase agreeme... (6 pages)View decision -
Decision Reference DRN-5139820
12 Nov 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5139820 The complaint Mr D complains about Helvetia Global Solutions Limited’s (“Helvetia”) handling of his vehicle breakdown insurance claim. References to Helvetia include its agents. What happened Mr D’s van broke down while he was holidaying in France. He reported this to Helv... (4 pages)View decision -
Decision Reference DRN-5139730
12 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5139730 The complaint Mr M is complaining about NewDay Ltd because he says it lent irresponsibly by providing him with three separate credit cards and increasing the credit limit on each account. What happened Mr M opened the following credit card accounts with NewDay: Aqua – ope... (5 pages)View decision
