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 365360 results
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Decision Reference DRN-4458977
18 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4458977 The complaint Ms C has complained about the way Clydesdale Bank Plc trading as Virgin Money dealt with her claim for money back. What happened To summarise, Ms C went abroad and entered into a vacation club membership agreement with a company I’ll call “L” on 18 July 2022. I un... (3 pages)View decision -
Decision Reference DRN-4689293
18 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4689293 The complaint Mr S and Miss F complain Bank of Scotland plc trading as Halifax unfairly defaulted their account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving t... (2 pages)View decision -
Decision Reference DRN-4688121
18 Mar 2024 Society of Lloyd's Not upheldInsuranceDRN-4688121 The complaint Mr P is complaining about the way Society of Lloyd's (SOL) has handled a claim he made on his commercial property insurance policy. Mr P has been represented through the claim and complaint, but for ease of reference, I shall refer to anything his representat... (5 pages)View decision -
Decision Reference DRN-4449649
18 Mar 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4449649 The complaint Mr C complains Home Retail Group Card Services Limited are incorrectly reporting his use of their Buy Now Pay Later plans (BNPL) to credit reference agencies. What happened The details for this complaint are well-known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-4688265
18 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4688265 The complaint Mr P complains National Westminster Bank Plc recorded the incorrect default date on his credit file, and that they took too long to rectify their mistake. He says this mistake impacted his ability to get a more competitive mortgage rate. What happened The details ... (2 pages)View decision -
Decision Reference DRN-4533557
18 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4533557 The complaint Miss R complains about a decision by American Express Services Europe Limited trading as American Express (AESEL) to cancel her credit card. What happened Miss R is unhappy that AESEL placed a review on her credit card account and ultimately cancelled it. Miss R’s... (2 pages)View decision -
Decision Reference DRN-4630892
18 Mar 2024 ITI Capital Limited UpheldInvestmentsDRN-4630892 The complaint Mr R has complained about the service he has received from his broker, ITI Capital Limited (ITI). In particular, he is unhappy with the way they have handled his request to rematerialise some shares he holds through them. What happened Mr R says he had approximate... (2 pages)View decision -
Decision Reference DRN-4430073
18 Mar 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4430073 The complaint Mr M complains about difficulties he experienced using his credit card and the level of customer service provided by Lendable Ltd trading as Zable. What happened Mr M has a credit card account with Lendable. When he raised his complaint, Mr M detailed the followin... (3 pages)View decision -
Decision Reference DRN-4135468
18 Mar 2024 Sense Network Limited Not upheldInvestmentsDRN-4135468 The complaint Mr and Mrs S have complained about the suitability of the advice they were given in December 2021, to switch their portfolio over to Sense Network Limited’s management and the investment switches they were recommended. They have also complained that the advisor fe... (3 pages)View decision -
Decision Reference DRN-4685742
18 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4685742 The complaint Ms E and Mr S complain about the way that Great Lakes Insurance SE has settled a claim they made on a travel insurance policy. As Mr S brought the complaint to us, for ease, I’ve referred mainly to him. What happened Mr S was due to fly abroad in April 2023. Howev... (4 pages)View decision
