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 370904 results
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Decision Reference DRN-4888980
25 Jul 2024 Wakam Not upheldInsuranceDRN-4888980 The complaint Ms H complain about how Wakam dealt with a claim under her home contents insurance policy for the loss of personal items that ere in her vehicle when it was stolen. Wakam use agents to administer the policy and to assess claims. References to Wakam include the... (5 pages)View decision -
Decision Reference DRN-4673440
25 Jul 2024 Mars Capital Finance Limited Not upheldMortgagesDRN-4673440 The complaint Miss M complains that Mars Capital Finance Limited is trying to recover a substantial balance from her in connection with a second charge mortgage (secured loan). What happened Miss M took out a loan with another lender in 2007, borrowing £25,500 over a term of... (3 pages)View decision -
Decision Reference DRN-4565301
25 Jul 2024 TSB Bank plc Not upheldMortgagesDRN-4565301 The complaint Mr C and Miss S complain about the unsecured loan linked to their former mortgage. They don’t believe the outstanding balance is correct and want their lender, TSB Bank plc trading as Whistletree, to waive the remaining amount because they believe they’ve alrea... (3 pages)View decision -
Decision Reference DRN-4514179
25 Jul 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4514179 The complaint Miss M complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so ... (4 pages)View decision -
Decision Reference DRN-4827213
25 Jul 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4827213 The complaint Mr W and Mrs W complain Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim made on their home insurance policy. Any reference to Lloyds includes the actions of its agents. As Mr W is leading on this complaint, I’ve referred to him throug... (3 pages)View decision -
Decision Reference DRN-4926178
25 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4926178 The complaint Ms W complains about Aviva Insurance Limited (“AIL”) and the way they have handled, and offered to settle, the claim she made on her home insurance policy, following an escape of water. What happened The claim and complaint circumstances are well known to both ... (5 pages)View decision -
Decision Reference DRN-4623058
25 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4623058 The complaint S, a limited company, complains that Starling Bank Limited (“Starling”) didn’t do enough to protect it when it fell victim to a scam. What happened In July and August 2023, Miss R, who is the director of S, made card payments from S’s business account to a comp... (3 pages)View decision -
Decision Reference DRN-4928695
25 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4928695 The complaint Mr and Mrs D complain that Aviva Insurance Limited (Aviva) refused to carry out further works following a claim made under their buildings insurance policy. Where I’ve referred to Aviva, this also includes any actions and correspondence by agents acting on the... (5 pages)View decision -
Decision Reference DRN-4689914
25 Jul 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4689914 The complaint Mr M complains Hargreaves Lansdown Asset Management Limited hasn’t acted honestly, fairly and professionally in relation to an investment he made into a fund to be held in his ISA. What happened The investment relevant to Mr M’s complaint is the units he bough... (8 pages)View decision -
Decision Reference DRN-4910821
25 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4910821 Complaint Mr S complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that this agreement was unaffordable for him. Background In November 2018, Moneybarn provided Mr S with finance for a used car. The pur... (3 pages)View decision
