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 374385 results
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Decision Reference DRN-5246411
9 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5246411 The complaint Miss K complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) handling of a claim she made on her home insurance policy for damage caused by an escape of water. What happened Miss K’s home suffered damage to the ground floor in January 2024 follo... (6 pages)View decision -
Decision Reference DRN-5182482
9 Jan 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5182482 The complaint Miss O complains about what she says was the poor management and administration of her hire purchase agreement (“agreement”) by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“Alphera”). Miss O’s original agreement was replaced by Alp... (3 pages)View decision -
Decision Reference DRN-5190711
9 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5190711 The complaint Mr and Mrs P complain that Santander UK Plc (“Santander”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2017, Mr and Mrs P made further inves... (7 pages)View decision -
Decision Reference DRN-5051370
9 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5051370 The complaint Mr and Mrs M complain Santander UK Plc unfairly blocked their account and provided poor service. What happened Mr and Mrs M held a joint Santander account which was opened in 2014. In September 2021 Santander received a returned mail indicator which prompted i... (4 pages)View decision -
Decision Reference DRN-5046633
9 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5046633 The complaint Mr C complains that Revolut Ltd did not refund a series of transactions he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr C fell victim to an investment sca... (7 pages)View decision -
Decision Reference DRN-5231400
9 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5231400 The complaint Mr C, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr C took out a credit card from Vanquis in May 2013. He was given an opening credit limit of £500. He then received six credit limit increases as set out below: ... (3 pages)View decision -
Decision Reference DRN-5167827
9 Jan 2025 AXA Versicherung Aktiengesellschaft Not upheldInsuranceDRN-5167827 The complaint Miss B and Mr W have complained about the settlement of a claim under their removals insurance policy with AXA Versicherung Aktiengesellschaft. What happened Miss B and Mr W took out the cover with AXA for their goods being transported overseas. Some of the ite... (5 pages)View decision -
Decision Reference DRN-5171936
9 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5171936 The complaint Mr C complains that Vanquis Bank Limited irresponsibly lent to him. Mr C is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr C himself. W... (4 pages)View decision -
Decision Reference DRN-5113279
9 Jan 2025 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-5113279 The complaint Mr T and Mrs O are unhappy with how Liberty Mutual Insurance Europe SE (Liberty) handled a claim made under their commercial insurance policy. Any references to Liberty include their agents. And as Mr T has been the primary contact for this complaint, for ease... (2 pages)View decision -
Decision Reference DRN-5142095
9 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5142095 The complaint A sole trader, who I’ll refer to as Mrs C, complains that Lloyds Bank PLC unfairly transferred her business accounts to its Recoveries department, thereby depriving her of access to a current account. What happened Mrs C has had two secured business term loans ... (3 pages)View decision
