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 366874 results
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Decision Reference DRN-4669474
11 Apr 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4669474 The complaint Mrs R is not satisfied with Hargreaves Lansdown Asset Management Limited (‘HLAM’). She says the customer service doesn’t meet her requirements. She has found the security procedures difficult to use and she has been provided information by HLAM that she thinks is ... (3 pages)View decision -
Decision Reference DRN-4698247
11 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4698247 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly granted her credit on a credit card that she couldn’t afford to repay. What happened In October 2010 Miss I took out a credit card with Lloyds. Her credit limit was later increased on various occasions... (2 pages)View decision -
Decision Reference DRN-4729803
11 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4729803 The complaint Mrs W complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened In November 2022, Mrs W was interested in getting solar panels installed and placed a job advert on an online services marketplace. Mr... (5 pages)View decision -
Decision Reference DRN-4652095
11 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4652095 The complaint Mr and Mrs H complain about Advantage Insurance Company Limited (Advantage) handling of their claim under their home insurance policy. Any reference to Advantage includes its agents. What happened Mr and Mrs H held a home insurance policy with Advantage. Following... (3 pages)View decision -
Decision Reference DRN-4650441
11 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4650441 The complaint Mr M complains about the way British Gas Insurance Limited (BG) handled a claim he made under his home emergency policy. Any reference to BG includes its agents. What happened On 17 January 2022, Mr M reported a leak in his property to BG, which was affecting the ... (3 pages)View decision -
Decision Reference DRN-4694651
11 Apr 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4694651 The complaint Mrs R and Mrs R are not satisfied with Hargreaves Lansdown Asset Management Limited (‘HLAM’). Mrs R says the customer service doesn’t meet her requirements. She has found the security procedures difficult to use and she has been provided information by HLAM that s... (3 pages)View decision -
Decision Reference DRN-4551799
11 Apr 2024 etika Finance UK Limited Not upheldConsumer CreditDRN-4551799 The complaint Mr O complains about how ETIKA FINANCE UK LIMITED dealt with the administration of his loan account and the handling of his subsequent complaint. What happened By February 2023, Mr O was experiencing financial difficulty and was struggling to make his loan payment... (2 pages)View decision -
Decision Reference DRN-4647457
11 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4647457 The complaint Mr D has complained that The Royal Bank of Scotland Plc, previously trading as Child & Co (“RBS”), didn’t provide any support to him when he tried to downgrade his fee-paying packaged account to a fee-free account. Mr D says he wanted to do this as he was expe... (8 pages)View decision -
Decision Reference DRN-4658196
11 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4658196 The complaint Ms C complains about Lloyds Bank General Insurance Limited (Lloyds) handling and settlement figure offered, for her claim under her home insurance policy. Any reference to Lloyds includes its agents. What happened I don’t propose to outline the full details of the... (3 pages)View decision -
Decision Reference DRN-4566780
11 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4566780 The complaint Miss C complains Nationwide Building Society gave her poor customer service and they gave her misleading information which led her to being charged interest on her credit card. What happened Miss C says she switched her current account to Nationwide, and as part o... (2 pages)View decision
