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 4395 results
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Decision Reference DRN7205829
15 Jun 2020 The Royal Bank of Scotland Plc UpheldBanking and creditMr and Mrs S complain of unnecessary legal and valuation fees incurred on their applications to The Royal Bank of Scotland Plc (RBS) for a fixed rate product and a further advance on their mortgage.backgroundMr S is an employee of RBS. Mr and Mrs S bought their house in 2004. Mr S says the... (5 pages)View decision -
Decision Reference DRN-3709451
11 Oct 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3709451 The complaint Mr H complained because Bank of Scotland plc, trading as Halifax, refused to refund him for a transaction he said he didn’t make. What happened At 7:51 am on 24 July 2021, there was a £999.99 faster payment debit from Mr H’s Halifax current account to an online cr... (4 pages)View decision -
Decision Reference DRN-4718467
15 Apr 2024 Columbia Threadneedle Fund Management Limited Not upheldInvestmentsDRN-4718467 The complaint Mrs B complains about the service she received from Columbia Threadneedle Fund Management Limited (‘Columbia Fund’). In summary, she says: Columbia Fund closed the fund that she was invested in, leading to a large tax bill. It wouldn’t allow her to transfer her ... (4 pages)View decision -
Decision Reference DRN-2808045
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2808045 The complaint Ms M complains that Barclays Bank UK PLC (Barclays) failed to refund transactions she didn’t recognise. What happened On 9 June 2020 Ms M reported disputed transactions on her account from 7 and 8 June 2020. The disputed transactions related to two betting compani... (4 pages)View decision -
Decision Reference DRN3583895
6 Nov 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms A has complained that Aviva Insurance Limited avoided her car insurance policies and didn’t settle her claim for the damage to her car because of this. background Ms A took out her first car insurance policy with Aviva through a broker in May 2017 and shortly after taking this out she g... (4 pages)View decision -
Decision Reference DRN-4504052
8 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4504052 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr K was looking to buy a vehicle and found one he was interested in advertised on social media and an online automotive marketplace... (5 pages)View decision -
Decision Reference DRN-4161106
1 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4161106 The complaint Mr E has complained about his car insurer Royal & Sun Alliance Insurance Limited (RSA) in respect of a renewal premium charged when he changed his car. RSA’s trade name in the contract it has with Mr E is different. But RSA underwrites the policy and so is res... (4 pages)View decision -
Decision Reference DRN4371697
25 Oct 2017 Red Sands Insurance Company (Europe) Limited UpheldInsurance (excluding PPI)Miss D complains that Red Sands Insurance Company (Europe) Limited didn’t pay her pet insurance claim and it added exclusions to her policy.My references to Red Sands include its agent.backgroundFrom August to November 2016 Miss D’s cat was treated for ‘possible viral... (5 pages)View decision -
Decision Reference DRN-3887840
18 Jan 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-3887840 The complaint Mr J has complained that Domestic & General Insurance Plc (‘D&G’) declined cover under his home appliance insurance policy. What happened Mr J registered his kitchen appliances to include a cooker hood with D&G in October 2021. He understood that they ... (4 pages)View decision -
Decision Reference DRN-4715230
28 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4715230 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost to an investment scam. What happened Around January 2018, Mr M was searching online for opportunities to increase his income and came across a company I’ll call ‘T’. Mr M saw that T offered investme... (5 pages)View decision
