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-4465501
15 Mar 2024 Jade Independent Financial Advisers Limited UpheldInvestmentsDRN-4465501 The complaint Mr and Mrs E complain that the investment portfolio they took out following advice from Jade Independent Financial Advisers Limited (‘Jade’) has performed poorly and they’ve suffered a loss as a result. They also complain they’ve not received any documentation or ... (6 pages)View decision -
Decision Reference DRN-4648027
15 Mar 2024 LeasePlan UK Limited Not upheldConsumer CreditDRN-4648027 The complaint Mr and Mrs H complain LeasePlan UK Limited trading as Leaseplan has stopped sending them invoices for their regular rental payments on request, after previously having done so. The complaint has been brought primarily by Mr H, so I will refer mainly to him in this... (4 pages)View decision -
Decision Reference DRN-4636727
15 Mar 2024 Health Shield Friendly Society Limited Not upheldInsuranceDRN-4636727 The complaint Mr B and Mrs S have complained that Health Shield Friendly Society Limited (‘Health Shield’) has unfairly declined Mr B’s claims. What happened Mrs S has a health cash plan, through her employer, with Health Shield. In May 2023, she contacted Health Shield to add ... (2 pages)View decision -
Decision Reference DRN-4405302
15 Mar 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4405302 The complaint Mrs W complains about issues she had when making an ISA transfer from Sainsbury’s Bank Plc to another ISA provider. She’s also unhappy that Sainsbury’s won’t communicate with her in writing about these issues. What happened Mrs W had two cash ISA accounts with Sai... (4 pages)View decision -
Decision Reference DRN-4570139
15 Mar 2024 esure Insurance Limited Not upheldInsuranceDRN-4570139 The complaint Mr S complains that esure Insurance Limited has registered a fault claim against him for an accident which was not his fault. What happened Mr S’s car was severely scratched in a supermarket automated car wash. The supermarket refused to pay for the damage so Mr S... (4 pages)View decision -
Decision Reference DRN-4629436
15 Mar 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4629436 The complaint Mr P complains about the unfair handling of two claims he made to Aioi Nissay Dowa Insurance UK Limited (Aioi), it’s failure to refund his premium and its decision to cancel his motor insurance policy. What happened Mr P was involved in two car accidents. The firs... (3 pages)View decision -
Decision Reference DRN-4646846
15 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4646846 The complaint Mr F complains PayPal (Europe) Sarl et Cie SCA withheld a payment he received and also attempted to take a payment from his bank account that had already been paid. What happened In November 2022 Mr F received a payment into his PayPal account of $500. Mr F’s acco... (4 pages)View decision -
Decision Reference DRN-4545303
15 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4545303 The complaint Mrs M is unhappy that Lloyds Bank PLC blocked a large transfer that she wanted to make. What happened Lloyds blocked a large transfer that Mrs M instructed from her account. Mrs M asked Lloyds why they’d blocked the transfer and Lloyds told her that it was because... (2 pages)View decision -
Decision Reference DRN-4681413
15 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4681413 The complaint Mr B complains about the service he received from Clydesdale Bank Plc trading as Virgin Money following the transfer of his ISA to another provider. What happened Mr B held an ISA with Virgin Money. It was a flexible cash ISA and Mr B had immediate access to his m... (4 pages)View decision -
Decision Reference DRN-4685709
15 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4685709 The complaint Mrs M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim under her car insurance policy. Mrs M is represented in her complaint, but for ease I’ll refer to her throughout. What happened Mrs M had a motor insurance policy with Marshmallow ... (4 pages)View decision
