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 370149 results
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Decision Reference DRN-4698802
30 May 2024 Freeway UK Insurance Services Limited UpheldInsuranceDRN-4698802 The complaint Mr E complains about the amount Freeway UK Insurance Services Limited (“Freeway”) has charged him when he cancelled a commercial motor insurance policy. What happened When cancelling his policy Mr E was charged set up and cancellation fees as well as being charged... (3 pages)View decision -
Decision Reference DRN-4775109
30 May 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4775109 The complaint Miss J complains that the loan she had from North Edinburgh and Castle Credit Union Ltd (trading as Castle Community Bank) was unaffordable to her. What happened Miss J was approved for the following loan from Castle Community Bank in March 2022: Date Amount Term ... (3 pages)View decision -
Decision Reference DRN-4768830
30 May 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4768830 The complaint Mr P has complained that Scottish Friendly Assurance Society Limited declined a claim he made under his decreasing term life assurance with critical illness policy. He has also complained about the service he received. What happened The details of this complaint a... (2 pages)View decision -
Decision Reference DRN-4713715
30 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4713715 The complaint Mr B complains that his credit card provider, Lloyds Bank PLC, unfairly recorded a default against him. What happened Mr B held a credit card with Lloyds. In October 2023, after several missed payments, the bank applied a default to Mr B’s credit file. Unhappy wit... (3 pages)View decision -
Decision Reference DRN-4571139
30 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4571139 The complaint Mr C complains that Zurich Insurance PLC has unfairly refused to pay a claim in full under his property owners insurance policy. Where I refer to Zurich, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened M... (3 pages)View decision -
Decision Reference DRN-4564743
30 May 2024 Chancellor Financial Management Ltd Not upheldPensions and AnnuitiesDRN-4564743 The complaint Mr S has complained that Chancellor Financial Management Ltd hasn’t managed his pension properly and he’s suffered significant losses as a result. What happened Mr S’ complaint was considered by one of our investigators. He sent his assessment of it to both partie... (4 pages)View decision -
Decision Reference DRN-4816576
30 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4816576 The complaint Ms F complains about Barclays Bank UK PLC She says that Barclays didn’t do enough to protect her when she became the victim of a scam and would like Barclays to refund her the money she has lost. What happened The details of what happened are well known to both pa... (4 pages)View decision -
Decision Reference DRN-4506173
30 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4506173 The complaint Mrs P complains that National Westminster Bank Plc (“NatWest”) won’t refund money she lost when she fell victim to an investment scam. Mrs P is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-4403939
30 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4403939 The complaint Mr P complains that Bank of Scotland plc (“BOS”) have failed to refund money that he lost as part of an investment scam. What happened Mr P saw an advert for a trading company that I will call B which appeared to be promoted by a well-known financial celebrity. Mr... (2 pages)View decision -
Decision Reference DRN-4644434
30 May 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4644434 The complaint Miss V complains about how Metro Bank PLC (‘Metro’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will simply summarise them here. Miss V paid for flights from an online travel agent (‘t... (5 pages)View decision
