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 365360 results
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Decision Reference DRN-4734504
11 Apr 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4734504 The complaint Mrs S complains that Tandem Personal Loans Ltd trading as Tandem (‘Tandem’) irresponsibly gave her two loans that she couldn’t afford. What happened On 22 June 2021, Mrs S applied for a loan with Tandem. Before interest, the loan amount was £5,000, the term was 48... (3 pages)View decision -
Decision Reference DRN-4311934
11 Apr 2024 Activtrades Plc Not upheldInvestmentsDRN-4311934 The complaint Mr A complains that Activtrades Plc unfairly persuaded him to make an application to be treated as an elective professional client (“EPC”) for contracts for difference (“CFD”) trading, then incorrectly assessed him as meeting the required criteria. As a result, he... (4 pages)View decision -
Decision Reference DRN-4707550
11 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4707550 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In July 2023 Mr S’ vehicle was damaged in a collision. He claimed under his Admiral motor insurance policy. Admiral deemed the vehicle a write off (or to... (5 pages)View decision -
Decision Reference DRN-4673362
11 Apr 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4673362 The complaint Mr B has complained about his parts and garage cover provider Acromas Insurance Company Limited because it declined his claim for a failed fuel pump. Acromas has used an agent to handle the claim and complaint on its behalf. Acromas is responsible for the actions ... (3 pages)View decision -
Decision Reference DRN-4537178
11 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4537178 The complaint Mrs J, represented by her son, Mr J1, has complained about her property insurer Liverpool Victoria Insurance Company Limited (LV) as she feels it delayed her subsidence claim as well as handling it poorly. We are an informal service. I trust the parties will under... (4 pages)View decision -
Decision Reference DRN-4734350
11 Apr 2024 Quilter Mortgage Planning Limited UpheldMortgagesDRN-4734350 The complaint Mr D and Miss Z’s complaint is about mortgage advice they were given by a representative of Quilter Mortgage Planning Limited (Quilter). They say that, because of errors by Quilter hey lost out on the mortgage interest rate they wanted. They had to accept a higher... (5 pages)View decision -
Decision Reference DRN-4734349
11 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4734349 The complaint Mr S’s complaint is about his buy-to-let (BTL) mortgage account with Barclays Bank UK PLC. Mr S says that, because of long call waiting times, and because Barclays didn’t respond to his secure messages, he wasn’t able to secure a new interest rate product for his ... (5 pages)View decision -
Decision Reference DRN-4722027
10 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4722027 The complaint Mr C has complained about the way Santander UK Plc handled fraud on his account. What happened Fraudsters stole Mr C’s identity, gathering enough of his information to impersonate him. They changed his Santander account’s contact details, ordered new cards, and sp... (3 pages)View decision -
Decision Reference DRN-4332609
10 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4332609 The complaint Mr K complains about Wise Payments Limited trading as Wise. He says that Wise didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened In February 2022, Mr K was contacted via WhatsApp by a ... (3 pages)View decision -
Decision Reference DRN-4678876
10 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4678876 The complaint Mr B has complained that he missed out on three days of a yearly TV subscription service that was a benefit of his Club Lloyds account. What happened Mr B opened a Club Lloyds account – which is an account that charges a monthly fee and in return it pays interest ... (2 pages)View decision
