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 366874 results
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Decision Reference DRN-5095058
7 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5095058 The complaint Mr R has complained that Lloyds Bank PLC (“Lloyds”) provided an overdraft to him that was unaffordable. What happened Mr R held current accounts with Lloyds. In September 2012, Lloyds approved an application from Mr R for an overdraft of £500 for one of the acc... (4 pages)View decision -
Decision Reference DRN-4525024
7 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4525024 The complaint Mr H has complained that National Westminster Bank Plc (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In autumn 2021, Mr H responded to an advert on social media, which had been placed by a scammer. The scammer persuaded ... (2 pages)View decision -
Decision Reference DRN-5127479
7 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5127479 The complaint Mr T complains that in 2015, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and his application... (35 pages)View decision -
Decision Reference DRN-5028800
7 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5028800 The complaint Mrs G complains that Nationwide Building Society (‘Nationwide’) blocked her account and withheld her money. What happened Mrs G is represented in this complaint by a person she appointed to act on her behalf. In November 2023 Mrs G opened an account with Nation... (4 pages)View decision -
Decision Reference DRN-5130626
7 Nov 2024 Vodafone Limited UpheldConsumer CreditDRN-5130626 The complaint Miss T has complained about the way Vodafone Limited administered a fixed sum loan agreement. What happened In January 2022 Miss T bought a phone using a fixed sum loan agreement (device plan) with Vodafone. The phone cost around £1,250 and it was to be paid b... (5 pages)View decision -
Decision Reference DRN-4778919
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4778919 The complaint Mr K complains about the way Santander UK Plc dealt with his claim after he was sold a product which was not of satisfactory quality. What happened In July 2023 Mr K bought a joint massager online. He paid £108 in total for the massager and a two-year warranty,... (3 pages)View decision -
Decision Reference DRN-5132243
7 Nov 2024 Astrenska Insurance Limited UpheldInsuranceDRN-5132243 The complaint Mr M has complained about the way Astrenska Insurance Limited dealt with a claim hemade under his travel insurance policy. What happened The background to this complaint isn’t disputed so it serves no purpose for me to detail ithere. In summary whilst on holida... (4 pages)View decision -
Decision Reference DRN-4868755
7 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4868755 The complaint S complains AXA Insurance UK unfairly declined its property insurance claim. AXA’s been represented by an agent for the claim. For simplicity I’ve referred to the agent’s actions as being AXA’s own. S is a limited company. It has been represented for the compl... (4 pages)View decision -
Decision Reference DRN-5031077
7 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5031077 The complaint Mr and Mrs M have complained that Amtrust Europe Limited declined a claim they made under their new home insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the m... (4 pages)View decision -
Decision Reference DRN-5031106
7 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5031106 The complaint Mr and Mrs S have complained that Amtrust Europe Limited declined a claim they made under their new home insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the m... (4 pages)View decision
