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-4686899
15 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4686899 The complaint Mr B is unhappy that Lloyds Bank PLC have not provided him with the funds from his dormant account. He would like the money in his account with interest owed. What happened Mr B held a passbook account with Lloyds which as of December 1979 showed he had a balance ... (2 pages)View decision -
Decision Reference DRN-4686400
15 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4686400 The complaint Mrs S complains that Nationwide Building Society (Nationwide) restricted her accounts and took too long to let her access them again. Mrs S is represented by her daughter, Ms S1. Ms S1 is also lasting power of attorney for Mrs S. What happened In October 2021, Nat... (5 pages)View decision -
Decision Reference DRN-4482218
15 Mar 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4482218 The complaint Mr K complains Madison CF UK Limited trading as 118 118 Money didn’t set up a repayment plan properly for his credit card account – and they gave him very poor customer service when he queried this. What happened In December 2022 Mr K unfortunately lost his job. A... (2 pages)View decision -
Decision Reference DRN-4686798
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4686798 The complaint Mr A has complained about his motor insurer AXA Insurance UK Plc because it accepted and settled a claim against him from another driver without questioning it or telling him. With the claim also having affected his premium at renewal. What happened Mr A, reversin... (5 pages)View decision -
Decision Reference DRN-4554010
15 Mar 2024 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4554010 The complaint Mr A and Mrs A, as trustees, complain on behalf of a Discretionary Trust (‘ADT’) – held in their names about St. James's Place Wealth Management Plc (‘SJP’). In summary, Mr A says that on 10 March 2022 SJP failed to carry out their instructions to transfer al... (5 pages)View decision -
Decision Reference DRN-4457750
15 Mar 2024 Fairscore Ltd UpheldConsumer CreditDRN-4457750 The complaint Miss L complains that Fairscore Ltd (trading as Updraft) irresponsibly agreed a loan for her. What happened Fairscore agreed a loan of £5,000 for Miss L in September 2021. The total amount owed was £7,906 to be repaid in 48 instalments of £165 (figures rounded). M... (3 pages)View decision -
Decision Reference DRN-4479210
15 Mar 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4479210 The complaint Mr K complains Madison CF UK Limited trading as 118 118 Money didn’t set up a repayment plan properly for his personal loan account – and they gave him very poor customer service when he queried this. What happened In December 2022 Mr K unfortunately lost his job.... (2 pages)View decision -
Decision Reference DRN-4686818
15 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4686818 The complaint Mr D and Mr D complain Royal & Sun Alliance Insurance Limited (RSA) have unfairly declined their buildings insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so ... (3 pages)View decision -
Decision Reference DRN-4686776
15 Mar 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4686776 The complaint Mr C complains that he was mis-sold an investment by Equity for Growth (Securities) Limited (EforG). He says he was given misleading information about the security of the investment. What happened In May 2019, Mr C invested £20,000 into MIXG Ltd loan notes. The l... (21 pages)View decision -
Decision Reference DRN-4685799
15 Mar 2024 The Prudential Assurance Company Limited UpheldInsuranceDRN-4685799 The complaint Mrs S and Mrs M, as trustees of a trust set up by Mrs C, complain that they were given incorrect information by The Prudential Assurance Company Limited about the value of a life assurance policy held in the trust. What happened In 1990 Mrs C took out a whole of l... (6 pages)View decision
