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 381196 results
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Decision Reference DRN-5090296
24 Oct 2024 Rathbones Investment Management Limited Not upheldInsuranceDRN-5090296 The complaint The trustees of the K Trust complains that Rathbone Investment Management Limited (RIM) failed to carry out any annual reviews in respect of the funds within the whole of life policy taken out by Mr K which has led to an increase in premiums and exacerbating th... (5 pages)View decision -
Decision Reference DRN-4929451
24 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4929451 The complaint Mr A is unhappy because Santander UK Plc (‘Santander’) declined to refund £684 which he lost due to a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary, in A... (3 pages)View decision -
Decision Reference DRN-5104259
24 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5104259 The complaint Mr T is unhappy that Bank of Scotland plc, trading as Halifax, restricted his account and refused to remove those restrictions until he visited branch with personal ID. What happened In July 2022, Mr T opened a new account with Halifax. He then transferred £5,... (3 pages)View decision -
Decision Reference DRN-5059450
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5059450 The complaint Mr M complains that UK Insurance Limited trading as Direct Line (UKI) hasn’t offered a fair settlement for the total loss of his car after a claim was made on his motor insurance policy. Mr M is also unhappy with the level of service he received by UKI during t... (3 pages)View decision -
Decision Reference DRN-5009896
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5009896 The complaint Mrs L is unhappy Monzo Bank Ltd won’t refund payments she made as part of an investment scam. What happened Mrs L fell victim to an investment scam. Between March and May 2022, she made several payments to an account she held with a cryptocurrency platform, bef... (2 pages)View decision -
Decision Reference DRN-5076004
24 Oct 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5076004 The complaint Mr H complains that TSB Bank plc hasn’t provided him with the service it should have done given his support needs. What happened Mr H received an email from TSB stating that his account was going paperless. He contacted TSB as this wasn’t suitable for him given... (3 pages)View decision -
Decision Reference DRN-4649759
24 Oct 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4649759 The complaint Miss C complains that a car acquired under a hire purchase agreement with Advantage Finance Ltd (‘Advantage’) wasn’t of satisfactory quality. What happened In May 2023, Miss C was supplied with a used car through a hire purchase agreement with Advantage. The c... (3 pages)View decision -
Decision Reference DRN-4914380
24 Oct 2024 Lendable Ltd UpheldConsumer CreditDRN-4914380 The complaint Miss M has complained that Lendable Ltd are holding her liable for a debt which was taken out as the result of a scam. What happened Miss M was contacted by scammers posing as bank staff, who said someone was taking out loans in her name. She says they told her... (3 pages)View decision -
Decision Reference DRN-4889463
24 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4889463 The complaint Mr M complaints that UK Insurance Limited trading as Direct Line (UKI) settled his claim on a ‘total loss’ basis unfairly after he made a claim against his car insurance policy. What happened Mr M held car insurance through UKI. In December 2023, following an ... (2 pages)View decision -
Decision Reference DRN-4744484
24 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4744484 The complaint Miss S complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Miss S was introduced to a relative of a close friend, who said he was a trader in stocks and shares, I’ll call him ’X’ for the purposes of this decision. H... (2 pages)View decision
