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 362195 results
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Decision Reference DRN-4706118
15 May 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4706118 The complaint Mr M complains about how Sabre Insurance Company Limited trading as GoGirl (“Sabre”) handled a claim on his car insurance policy. What happened Mr M had a motor insurance policy with Sabre, which was taken out via a price comparison website in June 2023. Sabre set... (3 pages)View decision -
Decision Reference DRN-4532285
15 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4532285 The complaint Mr W has complained that Clydesdale Bank PLC, trading as Virgin Money (“Clydesdale”), irresponsibly lent to him. What happened Mr W opened a credit card account with Clydesdale in September 2017 with an initial credit limit of £2,700. His credit limit was never in... (3 pages)View decision -
Decision Reference DRN-4723542
15 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4723542 The complaint Mr G complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for an ATM dispute, where he said the funds were not dispensed but the amount was debited from his account. What happened Mr G says he tried to withdraw £500 using his Barclays debit card from ... (2 pages)View decision -
Decision Reference DRN-4676428
15 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4676428 The complaint Mr P says Revolut Ltd refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr P says his Samsung Note 10 phone was... (2 pages)View decision -
Decision Reference DRN-4795348
15 May 2024 Haven Protect Limited UpheldPensions and AnnuitiesDRN-4795348 The complaint Mrs T has complained about advice she received from Haven Protect Limited in respect of two defined benefit pension schemes (which I’ll refer to as “Pension A” and “Pension B”). What happened Mrs T was referred to Haven by her financial advisor as she was seeking ... (9 pages)View decision -
Decision Reference DRN-4799043
15 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4799043 The complaint H, a partnership, complains that Lloyds Bank PLC lost the deeds to H’s land. H has been represented in this complaint by one of the partners, Miss O. What happened H had a business overdraft with Lloyds. It granted Lloyds a charge over some of its land as security... (3 pages)View decision -
Decision Reference DRN-4755586
15 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4755586 The complaint Mr W complains about Lloyds Bank General Insurance Limited (Lloyds) declining to offer a quote for home insurance on his property. Any reference to Lloyds in this decision includes their agents. This decision covers Mr W’s complaint about Lloyds declining to provi... (3 pages)View decision -
Decision Reference DRN-4799478
15 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4799478 The complaint This complaint is about a mortgage application Miss H made to Barclays Bank UK PLC in 2022. Barclays initially issued a mortgage offer, but then spent several months trying to decide if the shared equity property Miss H was buying, was acceptable security. Miss H ... (4 pages)View decision -
Decision Reference DRN-4799484
15 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4799484 The complaint Mrs A has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2020, Mrs A was called by scammers posing as an investment firm. Using remote access software, they helped her set up an account. Then they pr... (5 pages)View decision -
Decision Reference DRN-4729866
15 May 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-4729866 The complaint Mr M complains that Legal and General Assurance Society Limited (L&G) provided him with incorrect information about placing an investment instruction in his Self-Invested Personal Pension (SIPP). He felt that this led to him being unable to purchase the shares... (4 pages)View decision
