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 370149 results
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Decision Reference DRN-5024515
21 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5024515 The complaint S has complained about the delay on the part of Fairmead Insurance Limited in handling its claim under its Residential Property Owners Insurance policy for damage to the property insured under it. S is represented by Mr P, who is a director. Any refer to Fairme... (2 pages)View decision -
Decision Reference DRN-5124716
21 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5124716 The complaint Mr M complains that NewDay Ltd trading as Debenhams lent irresponsibly when it approved his credit card application and later increased his credit limit. Mr M also complains about the interest rates applied to his credit card by NewDay. What happened Mr M appl... (4 pages)View decision -
Decision Reference DRN-5161519
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5161519 The complaint Mr B complains that National Westminster Bank Plc (NWest) won’t refund money he lost in an investment scam. What happened What Mr B says: Mr B is represented by a third-party claims firm. He says he was introduced to an investment scheme via some friends – who ... (6 pages)View decision -
Decision Reference DRN-4761197
21 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4761197 The complaint Mr and Mrs C complain that Lloyds Bank PLC will not refund the money they say they lost to a scam. What happened Mr C was contacted by someone offering investment opportunities. They introduced him to a company I’ll call ‘HS’ for the purpose of this decision. ... (2 pages)View decision -
Decision Reference DRN-4821491
21 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4821491 The complaint Mr C complains that The Royal Bank of Scotland Plc (RBS) hasn’t reimbursed him under the Contingent Reimbursement Model (CRM) code for a payment he made to a land and property development investment scheme he now says was a scam. What happened In September 2019... (2 pages)View decision -
Decision Reference DRN-5161542
21 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5161542 The complaint Mr H is unhappy that Barclays Bank UK PLC blocked a transaction for a second time, immediately after he’d called to verify and authorise that transaction. What happened Mr H attempted to transfer a large sum of money from his Barclays account to an account he ... (2 pages)View decision -
Decision Reference DRN-5161881
21 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5161881 The complaint Mr and Mrs C have complained about the service they received from U K Insurance Limited trading as Green Flag (UKI) when their campervan broke down on holiday in France. As we have been corresponding with Mrs C throughout, I shall just refer to her for the mos... (5 pages)View decision -
Decision Reference DRN-5118502
21 Nov 2024 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-5118502 The complaint N, a limited company, complains about costs and delays when it re-mortgaged a commercial property with Allica Bank Limited. N is represented by one of its directors, who I’ll refer to as Mr W. What happened N applied to Allica via a broker for a secured commerc... (3 pages)View decision -
Decision Reference DRN-5130873
21 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5130873 The complaint Ms G and Mr G complain that Aviva Insurance Limited has not agreed to cover a claim Mr G made on their legal expenses insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened Ms G and Mr G are jo... (3 pages)View decision -
Decision Reference DRN-5132356
21 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5132356 The complaint Miss S complains that Sainsbury’s Bank Plc didn’t consider that a loan account she held with it was eligible for a medical write-off. What happened In December 2021 Miss S entered into a five-year personal loan with Sainsbury’s Bank. The repayments were ££229.3... (3 pages)View decision
