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 364766 results
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Decision Reference DRN-4705099
10 Apr 2024 Clear Insurance Management Ltd Not upheldInsuranceDRN-4705099 The complaint Mr G, Mr P and Ms S complain about the service provided by Clear Insurance Management Ltd in relation to a claim made on their buildings insurance policy for a drainage problem. As Mr G has primarily dealt with things, I’ll refer to him only. What happened The cir... (3 pages)View decision -
Decision Reference DRN-4705119
10 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4705119 The complaint Mr G, Mr P and Ms S complain that Aviva Insurance Limited declined a claim made on their buildings insurance policy for a drainage problem. As Mr G has primarily dealt with things, I’ll refer to him only. What happened The circumstances of this complaint aren’t in... (4 pages)View decision -
Decision Reference DRN-4722312
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4722312 The complaint Mr D is unhappy that Bank of Scotland plc (BOS) allowed a transaction to go through on his debit card even though the same transaction had been blocked on his credit card. What happened In June 2023 Mr D tried to make a purchase from a merchant for £2,786 using hi... (2 pages)View decision -
Decision Reference DRN-4724995
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4724995 The complaint Miss S complains that Bank of Scotland plc (BOS) won’t refund money she lost in an advance fee scam. What happened What Miss S says: Miss S is represented by a firm of third-party solicitors. Miss S was looking for work and had approached some recruitment companie... (5 pages)View decision -
Decision Reference DRN-4371314
9 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4371314 The complaint Mr W complains Santander UK Plc (“Santander”) blocked and closed his account without explanation. Mr W wants his account reinstated. 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 ... (2 pages)View decision -
Decision Reference DRN-4730020
9 Apr 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4730020 The complaint Mr G complains that he was mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Honeycomb Finance Ltd (Honeycomb) and has, more recently, been purchased by Oplo PL Ltd, trading as Oplo. For ease I will refer to Oplo throughout thi... (5 pages)View decision -
Decision Reference DRN-4353137
9 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4353137 The complaint Mrs A complains Santander UK Plc (“Santander”) blocked her payments despite informing it she was travelling abroad. Mrs A adds this has caused her financial loss, distress, and inconvenience. What happened In April 2023, Mrs A travelled abroad due to a family emer... (3 pages)View decision -
Decision Reference DRN-4730228
9 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4730228 The complaint Mr R complains about the actions of BMW Financial Services (GB) Limited (BMWFS) in relation to what happened when he requested to refinance the outstanding balloon payment on his PCP agreement. What happened Mr R entered into a PCP agreement with BMWFS which was d... (2 pages)View decision -
Decision Reference DRN-4702121
9 Apr 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4702121 The complaint Mr R is unhappy with the delay in dealing with a claim for an escape of water on a home insurance policy underwritten by Lloyds Bank General Insurance Limited. Mr R is also very concerned about the ongoing alternate accommodation costs and whether his insurer will... (3 pages)View decision -
Decision Reference DRN-4725083
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4725083 The complaint Miss A complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money she lost in an advance fee scam. What happened What Miss A says: Miss A was a student and was looking to earn extra money to pay rent and living costs. She was approached o... (5 pages)View decision
