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-4823352
29 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4823352 The complaint Mr M complains that Lloyds Bank PLC refused to issue him with a new chequebook, and of the way he was treated when he revisited his local branch after he had been told by Lloyds that he was entitled to a new chequebook. What happened Mr M visited his local branch ... (4 pages)View decision -
Decision Reference DRN-4600515
29 May 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4600515 The complaint Mr A disputes he should have to pay Santander Consumer (UK) Plc trading as Volvo Car Contract Hire (“VCCH”) the sum of £577.14 in respect of end of contract charges. What happened In June 2018 Mr A entered into a hire agreement with VCCH. Under the terms of this a... (3 pages)View decision -
Decision Reference DRN-4823427
29 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4823427 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when his wife, Mrs S, fell victim to an employment scam. Mr S is being represented by a claims management company in this complaint. What happened In March 2023, Mrs S fell victim to an employ... (4 pages)View decision -
Decision Reference DRN-4784945
29 May 2024 Santander UK Plc Not upheldConsumer CreditDRN-4784945 The complaint Mr T is complaining about Santander UK Plc because of issues he experienced when applying for a personal loan that ultimately meant he didn’t receive the money he was expecting. What happened Mr T applied for a loan with Santander. On 3 November 2023, he received ... (2 pages)View decision -
Decision Reference DRN-4814234
29 May 2024 Vitality Life Limited Not upheldInsuranceDRN-4814234 The complaint Mrs S complains that Vitality Life Limited has turned down an incapacity claim she made on the income protection cover provided by a Vitality Essentials insurance plan. What happened The background to this complaint is well-known to both parties. So I’ve simply se... (5 pages)View decision -
Decision Reference DRN-4820801
29 May 2024 Vision Independent Financial Planning Ltd UpheldInvestmentsDRN-4820801 The complaint Mrs P and Mr P complain that Vision Independent Financial Planning Ltd (‘Vision’) provided incorrect information about the charging structure for an investment bond and that this made the investment unsuitable. Mrs P and Mr P say Vision failed to support them when... (4 pages)View decision -
Decision Reference DRN-4802267
29 May 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4802267 The complaint Mr and Mrs O’s complaint is that First Holiday Finance Limited (‘FHF’) acted unfairly and unreasonably when deciding against paying their claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and turning down their complaint that it was party to an un... (8 pages)View decision -
Decision Reference DRN-4822563
29 May 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4822563 The complaint Miss F complains about Casualty & General Insurance Company (Europe) Ltd’s (“C&G”) decision to decline a pet insurance claim. Any reference to C&G includes the actions of its agents. What happened The circumstances of this complaint are well known to b... (4 pages)View decision -
Decision Reference DRN-4724032
29 May 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4724032 The complaint Mr F has complained that Legal and General Assurance Society Limited (L&G) caused a delay in responding to a request to provide him with quotes to withdraw funds from his pension plan. This caused him financial uncertainty and led to him relocating to another ... (3 pages)View decision -
Decision Reference DRN-4440772
29 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4440772 The complaint Mr F complains that when dealing with a claim on his home insurance policy, Lloyds Bank General Insurance Limited wouldn’t agree to cover all of the repairs that were needed. What happened Mr F made a claim on his policy after an escape of water caused extensive d... (3 pages)View decision
