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 364862 results
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Decision Reference DRN-4746316
1 May 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4746316 The complaint Mr F complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim he made on his motor insurance policy following the theft of his motorbike. What happened Mr F has a comprehensive insurance policy for his motorbike with West Bay. It be... (2 pages)View decision -
Decision Reference DRN-4504175
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4504175 The complaint Mr M complains that he was locked in a branch of Barclays Bank UK PLC and was treated poorly by its staff. What happened In September 2023 Mr M went to a branch of Barclays to make a cash withdrawal. He says that during the visit, the branch locked its doors and h... (2 pages)View decision -
Decision Reference DRN-4736439
1 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4736439 The complaint Mr A complains that Revolut Ltd (“Revolut”) won’t refund over £13,000 he lost to an employment scam in May 2023. What happened Mr A and his wife fell victim to an employment scam after they were contacted by a sham recruiter offering a remote working opportunity t... (3 pages)View decision -
Decision Reference DRN-4763574
1 May 2024 Santander UK Plc UpheldInvestmentsDRN-4763574 The complaint Ms R complains that Santander UK Plc (Santander) advised her of the maturity date of her fixed rate bonds - but later said it had made an error around the dates and wouldn’t pay out the proceeds at that time. Ms R would like Santander to pay the proceeds of the bo... (7 pages)View decision -
Decision Reference DRN-4763434
1 May 2024 Cowen Insurance Company Limited Not upheldInsuranceDRN-4763434 The complaint Mr A has complained about the way Cowen Insurance Company Limited has handled two claims he made on his travel insurance policies. What happened The first claim was made by Mr A on 4 July 2023 for trip delay. He missed his flight due to his car being stuck in a tr... (3 pages)View decision -
Decision Reference DRN-4658712
1 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4658712 The complaint Mr H complains about Zopa Bank Limited’s (“Zopa”) handling of his loan application. 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 my reasons for my decision. What I’ve ... (2 pages)View decision -
Decision Reference DRN-4774513
1 May 2024 My Finance Club Limited UpheldConsumer CreditDRN-4774513 The complaint Mr M complains that My Finance Club Limited trading as Ondal.co.uk (“MFC”) gave him a loan without carrying out the correct affordability checks. Mr M says that had further checks been carried out MFC would’ve realised Mr M was already in a significant amount of d... (5 pages)View decision -
Decision Reference DRN-4628211
1 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4628211 The complaint Mr J complains that he was unable to access his accounts via online banking and about the way Clydesdale Bank plc, trading as Virgin Money, (‘Virgin’) handled his complaint. What happened On 2 August 2023 Mr J contacted Virgin’s complaint team as he’d been unable ... (4 pages)View decision -
Decision Reference DRN-4509055
1 May 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4509055 The complaint Mr H is unhappy that Royal London Mutual Insurance Society (Royal London) didn’t complete a switch request in 2019 and caused delays when he contacted them for an annuity quote, he wanted his annuity to begin on 31 August 2023. He says he was unaware of an early e... (5 pages)View decision -
Decision Reference DRN-4730874
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4730874 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it allowed him to continue using his overdraft when it had become unaffordable for him. Background Mr C held a current account with Halifax which had an overdraft facility on... (4 pages)View decision
