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 371633 results
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Decision Reference DRN-4910899
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4910899 The complaint Mr S complains that Barclays Bank UK PLC lost a large sum of money which he believes was credited to his account. What happened Mr S has said that in 2011 he won a substantial sum of money. He said he arranged for it to be paid into his account at Barclays. But... (2 pages)View decision -
Decision Reference DRN-4999631
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4999631 The complaint Miss H complains about the settlement that Ageas Insurance Limited offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Miss H’s car was damaged in an accident, and she made a claim on her policy. Ageas ... (3 pages)View decision -
Decision Reference DRN-4837615
4 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4837615 The complaint Miss S complains that Assurant General Insurance Limited unfairly refused to repair her phone under warranty, instead advising that she must make a claim under her mobile phone insurance policy and pay the excess. Where I refer to Assurant, this includes the a... (2 pages)View decision -
Decision Reference DRN-4927588
4 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsThe complaint Mrs and Mr B complain that they were unable to get cash out of the Automated Teller Machine (ATM) at a branch of Bank of Scotland plc (trading as Halifax). What happened Mrs B says she was told that there was no cash in the ATM at the branch and, instead, she had to queue to ... (2 pages)View decision -
Decision Reference DRN-4716851
4 Sep 2024 Quilter Financial Planning Solutions Limited Not upheldMortgagesDRN-4716851 The complaint Mr and Mrs R’s complaint is against Quilter Financial Planning Solutions Limited and is in relation to an application for an equity release mortgage. Mr and Mrs R say that, due to delays on the part of Quilter, they were unable to complete on the mortgage offe... (4 pages)View decision -
Decision Reference DRN-5002136
4 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5002136 The complaint Mrs R complained about the poor customer service she experienced from The National Farmers' Union Mutual Insurance Society Limited (“NFU”) during a claim under her car insurance policy. She’s also unhappy her car was damaged by NFU’s incompetence, which su... (3 pages)View decision -
Decision Reference DRN-4820610
4 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4820610 A written copy of this final decision has been provided along with your BSL translation. The complaint Mr B complains that Revolut Ltd won’t refund him after he believes he fell victim to a scam. What happened Mr B has explained that he newly joined a social media platform w... (2 pages)View decision -
Decision Reference DRN-5002129
4 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5002129 The complaint Mrs W complains that Nationwide Building Society treated her unfairly regarding a dispute about a transaction funding a property rental. What happened In August 2022 Mrs W was interested in a property rental in the United States of ... (11 pages)View decision -
Decision Reference DRN-4988831
4 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4988831 The complaint Mr Z complains about the way Bank of Scotland plc trading as Lloyds Bank handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. ... (6 pages)View decision -
Decision Reference DRN-4990994
4 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4990994 The complaint Mrs L complains that Covea Insurance plc unfairly declined her pet insurance claim. What happened In July 2023, Mrs L made a claim for the cost of treatment to repair her dog’s right cruciate ligament. The vet’s costs were £3,583.13. Covea rejected the claim, a... (5 pages)View decision
