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 364422 results
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Decision Reference DRN-4681173
13 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4681173 The complaint Mr and Mrs B have complained about their property insurer Liverpool Victoria Insurance Company Limited (LV) because it has declined their subsidence claim. What happened Mr and Mrs B noted cracking in their terraced garden. They noted the shed had moved and twiste... (4 pages)View decision -
Decision Reference DRN-4539949
13 Mar 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4539949 The complaint Ms O complains that she was asked to provide ID to verify her identity following opening a savings account online with Yorkshire Building Society (“YBS”). What happened Ms O has banked with YBS for over 25 years and has held a number of products with it. Ms O appl... (3 pages)View decision -
Decision Reference DRN-4387984
13 Mar 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4387984 The complaint Mr K complains that Admiral Financial Services Limited (“Admiral”) are unfairly holding him liable for a loan that was taken out in his name as part of a scam. What happened Mr K fell victim to a scam in November 2022. He was approached by a third party (“the scam... (3 pages)View decision -
Decision Reference DRN-4634496
13 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4634496 The complaint Mrs P complains about the service she received from Metro Bank PLC (“Metro”) when she was abroad and her card was temporarily blocked. She says she couldn’t access her money and received poor customer service whilst trying to discuss the issue with Metro. Mrs P wa... (3 pages)View decision -
Decision Reference DRN-4615495
13 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4615495 The complaint A, a limited company complains, The Royal Bank of Scotland Plc (“RBS”) has treated it unfairly in relation to a claim under the Direct Debit Guarantee (DDG). A’s representative, Mr A (its director) brings the complaint on its behalf. What happened Mr A spoke on th... (3 pages)View decision -
Decision Reference DRN-4597898
13 Mar 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4597898 The complaint Mr A’s complaint is about an “after-the-event” legal expenses insurance policy with Amtrust Europe Limited. Amtrust is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with claims on its be... (6 pages)View decision -
Decision Reference DRN-4660877
13 Mar 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4660877 The complaint Mr W complains that Interactive Investor Services Limited (‘IISL’) charged him fees unfairly and sold one of his investments to cover the fees without his consent. He wants IISL to compensate him. What happened Mr W has an investment account which was taken over b... (3 pages)View decision -
Decision Reference DRN-4539012
13 Mar 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4539012 The complaint Mr C complains that Barclays Bank Plc treated him unfairly when he purchased listed shares in a particular company. He says that Barclays influenced the quoted price of the shares he purchased. And Mr C also complaint that, since raising his concerns with Barclays... (3 pages)View decision -
Decision Reference DRN-4680746
13 Mar 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4680746 The complaint Mr J and Miss O complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim for additional costs under their travel insurance policy. What happened Mr J, Miss O and two children were insured under a single trip travel insurance policy, provided by IPA... (3 pages)View decision -
Decision Reference DRN-4371064
13 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4371064 The complaint Mr A complains that Bank of Scotland plc trading as Halifax did not refund a series of payments he lost to a scam. What happened Mr A was approached on social media by a company I’ll call X, who offered him a job opportunity. He was told he needed to complete 40 t... (3 pages)View decision
