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-5109879
29 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5109879 The complaint Ms A and two others complain, as administrators of the estate of the late Mr A, of the way Ms A was treated by Lloyds Bank PLC in trying to deal with the estate. What happened Ms A was appointed, with two others, to act as administrators of the estate of the la... (2 pages)View decision -
Decision Reference DRN-5055813
29 Oct 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5055813 The complaint Mr B complains about Evolution Insurance Company Limited (“Evolution”)’s handling of his Home Emergency Insurance claim. All references to Evolution also include its appointed agents. What happened The details of this complaint are well known to both parties,... (2 pages)View decision -
Decision Reference DRN-5111010
29 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5111010 The complaint Mr W complains about the handling of a claim by his insurer, Accredited Insurance (Europe) Ltd (Accredited), for damage at his property caused by an escape of water. Accredited use agents to administer the policy and to assess claims. References to Accredited ... (7 pages)View decision -
Decision Reference DRN-4844221
29 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4844221 The complaint X complains about the way in which NewDay Ltd, operating under its Marbles credit card brand, handled her claim after a holiday company provided her with an unsatisfactory holiday package. What happened X is a wheelchair user who travels with a family member; t... (3 pages)View decision -
Decision Reference DRN-4903764
29 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4903764 The complaint Miss P complains that Santander UK Plc (“Santander”) failed to refund a transaction she didn’t recognise. What happened Miss P was abroad for work purposes in a country I’ll refer to as B. During her visit she was responsible for making payments for accommodati... (4 pages)View decision -
Decision Reference DRN-4827920
29 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4827920 The complaint A company, which I’ll refer to as S, complains that Lloyds Bank PLC (‘Lloyds’) hasn’t reimbursed funds lost by S. Mr B, who is a director of S, brings the complaint on S’ behalf. What happened Mr B says he was introduced to an investment with a company I’ll ref... (4 pages)View decision -
Decision Reference DRN-4976143
29 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4976143 The complaint Mrs and Miss C complain that Santander UK Plc won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. While the account in question belongs to just Mrs and Miss C, it was Mr and Mrs C’s funds that were lost to t... (7 pages)View decision -
Decision Reference DRN-4885880
29 Oct 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4885880 The complaint Mr M has complained Zopa Bank Limited is asking him to repay a fixed-sum loan he didn’t take out. What happened In January 2024, Mr M’s partner, Ms M, died suddenly. As Mr M was sorting out her affairs, he discovered Ms M had been gambling secretly and had take... (3 pages)View decision -
Decision Reference DRN-4740790
29 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4740790 The complaint Mr and Mrs P complain that Bank of Scotland Plc trading as Intelligent Finance (IF) closed their current account which had been offset against their mortgage. What happened Mr and Mrs P had a current account and a mortgage with IF. The current account was offse... (3 pages)View decision -
Decision Reference DRN-4400488
29 Oct 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4400488 The complaint Mr K complains that Paysafe Financial Services Limited closed his account and restricted access to his funds. He’d like the funds returned to him. What happened Mr K had an account with one of Paysafe’s agents. For ease I’ll refer to Paysafe throughout my decis... (3 pages)View decision
