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 360982 results
-
Decision Reference DRN-4528563
31 Jan 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4528563 The complaint Mr E has complained that the balance on his account held with Metro Bank PLC reduced to zero after he unsuccessfully attempted to buy petrol. What happened Mr E says that in March and April 2023, he attempted to buy petrol at the same place using his card but was ... (3 pages)View decision -
Decision Reference DRN-4444685
31 Jan 2024 Shawbrook Bank Limited Not upheldInvestmentsDRN-4444685 The complaint Mrs H complains about the way that Shawbrook Bank Limited (‘Shawbrook’) dealt with an Individual Savings Account (ISA) transfer request. To put things right, Mrs H would like a full investigation to find out why the transfer failed and compensation for financial l... (4 pages)View decision -
Decision Reference DRN-4575010
31 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4575010 The complaint Mr and Mrs W complain that U K Insurance Limited (UKI) has turned down a claim they made on a travel insurance policy. What happened Mr and Mrs W hold travel insurance as a benefit of a packaged bank account. In May 2023, Mr and Mrs W were on holiday abroad. They ... (3 pages)View decision -
Decision Reference DRN-4073367
31 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4073367 The complaint Mr G complains as trustee of a trust which I’ll refer to as J. He says that Lloyds Bank PLC (“Lloyds”) wrongly closed an account belonging to J and inappropriately disposed of the funds that were held in it. What happened Mr G has told us that J is a small family... (4 pages)View decision -
Decision Reference DRN-4511841
31 Jan 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4511841 The complaint Miss B complains about the service she received from Accredited Insurance (Europe) Limited (AIL) when handling her fire damage claim. What happened In summary, Miss B claimed under her buildings and contents insurance policy, underwritten by AIL, after she suffere... (3 pages)View decision -
Decision Reference DRN-4503844
31 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4503844 The complaint Miss B complains that Royal & Sun Alliance Insurance Limited (RSA) held her liable for an accident following a claim made on her motor insurance policy. What happened Miss B was involved in an accident with another driver. She said the other driver admitted l... (2 pages)View decision -
Decision Reference DRN-4593519
31 Jan 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4593519 The complaint Mr R’s complaint is about a claim he made on his HDI Global Specialty SE (‘HDI’) pet insurance policy which HDI declined. Mr R feels that HDI treated him unfairly and wants them to accept his claim and reimburse him for the vet fees he’s had to pay himself. What h... (3 pages)View decision -
Decision Reference DRN-4533809
31 Jan 2024 National Westminster Bank Plc Not upheldInsuranceDRN-4533809 The complaint Miss A has complained that National Westminster Bank Plc is-sold her decreasing term assurance policy in 2008. What happened The background to this complaint is well known to the parties do I won’t repeat it in detail here. In summary Miss A believes she should ha... (2 pages)View decision -
Decision Reference DRN-4531422
31 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4531422 The complaint Mr W complains that TSB Bank plc failed to notice that he was spending large sums on gambling and failed to offer him support or advice. What happened Mr W has had an account with TSB since 2017. In July 2023 he complained to TSB that, as a recovering gambling add... (2 pages)View decision -
Decision Reference DRN-4331991
31 Jan 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4331991 The complaint Mr M’s representative, a Claims Management Company (CMC), complains on his behalf that he was mis-old a unit-linked Wealth Builder – a long term savings plan referred to as “the plan” – by Citibank Life now Sun Life Assurance Company of Canada (U.K.) Limited, trad... (5 pages)View decision
