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 360264 results
-
Decision Reference DRN-4701259
23 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4701259 The complaint B, a limited liability company, complains about a claim it made on its Covea Insurance plc (‘Covea’) tradesman’s policy, which Covea declined. B is represented, but in this complaint, I shall refer to all submissions as being made by B or Mr B who is the person in... (4 pages)View decision -
Decision Reference DRN-4757060
23 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4757060 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions, referred to as ‘Options’) didn’t undertake sufficient due diligence on the Carbon Credits investment he made through his Carey Self-Invested Personal Pension (‘Carey SIPP’) and should n... (31 pages)View decision -
Decision Reference DRN-4741839
23 Apr 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4741839 The complaint Mrs B, who is represented by the Citizens’ Advice Bureau, (“CAB”) complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) did not carry out proper affordability checks when granting her loans to purchase holiday products. W... (6 pages)View decision -
Decision Reference DRN-4328789
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4328789 Complaint Miss I is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full here. What follows is a summary of what happened. In 2019, Miss I ... (4 pages)View decision -
Decision Reference DRN-4692013
23 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4692013 The complaint Miss P is unhappy that Revolut Ltd won’t refund her for payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve de... (3 pages)View decision -
Decision Reference DRN-4717728
23 Apr 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-4717728 The complaint Mr D complains that Dignity Funerals Limited won’t issue him a full refund, following cancellation of his funeral plan. What happened To summarise, in September 2021, Mr D took out a funeral plan with a company I’ll call P. The plan cost £3645 and was fully paid f... (3 pages)View decision -
Decision Reference DRN-4605436
23 Apr 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4605436 The complaint Mrs A complains about the Automobile Association Insurance Services Limited (AAISL) who cancelled her motor insurance policy. What happened Both parties are aware about the full background of this complaint. So, I don’t propose to repeat them here, but I will outl... (3 pages)View decision -
Decision Reference DRN-4735426
23 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4735426 The complaint Miss E is unhappy about the service she received from Clydesdale Bank Plc trading as Virgin Money when she closed her account. What happened On 16 December 2023 Miss E wrote to Virgin Money asking them to close her account and send her a cheque for the balance. Sh... (2 pages)View decision -
Decision Reference DRN-4567782
23 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4567782 The complaint Mr M has complained about the service provided by Lloyds Bank PLC when he asked it for help claiming money back. What happened To summarise, I understand Mr M received a call from a company I’ll call “U” offering advertising services which at the time he thought w... (4 pages)View decision -
Decision Reference DRN-4757531
23 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4757531 The complaint A limited liability partnership, which I’ll refer to as L, complains that HSBC UK Bank Plc failed to inform it correctly about changes to its account. L says that as a result it suffered considerable losses in interest. What happened L had a client account with HS... (5 pages)View decision
