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 366763 results
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Decision Reference DRN-4452583
28 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4452583 The complaint Mr A complains that MBNA Limited (“MBNA”) closed his credit card account without providing him with sufficient notice. He’s also unhappy that he hasn’t received a response to his Subject Access Request. What happened Mr A held a credit card account with MBNA. In M... (2 pages)View decision -
Decision Reference DRN-4564843
28 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4564843 The complaint Mr H complains that he was mis-sold a holiday club product and the loan used to pay for it. The loan was provided by Clydesdale Financial Services Limited, which trades as Barclays Partner Finance and which I’ll refer to as “BPF”. Mr H is represented by a claims m... (4 pages)View decision -
Decision Reference DRN-4579757
28 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4579757 The complaint Mr W complains that PayPal (Europe) Sarl et Cie SCA did not refund a series of payments he says he did not authorise. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr W says his... (3 pages)View decision -
Decision Reference DRN-4703528
28 Mar 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4703528 The complaint Ms W’s complaint is about the refusal of a claim by Red Sands Insurance Company (Europe) Limited under her pet insurance policy. What happened Ms W took out the pet insurance policy with Red Sands in July 2019. The policy provides cover for various illnesses and i... (3 pages)View decision -
Decision Reference DRN-4642522
28 Mar 2024 ReAssure Limited UpheldInvestmentsDRN-4642522 The complaint Mrs A complains about the very poor service she has received from ReAssure Limited since late 2021. In order to put matters right, Mrs A wants ReAssure to put her in the position she would now be in, but for its errors and poor service, and to compensate her for t... (7 pages)View decision -
Decision Reference DRN-4708312
28 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4708312 The complaint Mr and Mrs D have complained that Aviva Insurance Limited declined a claim they made on their travel insurance policy after they had camera equipment stolen from a bag. As it is Mr D making the complaint on behalf of both of them, I will mostly just be referring t... (3 pages)View decision -
Decision Reference DRN-4516389
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4516389 The complaint Mr S complains that National Westminster Bank Plc (NatWest) didn’t do enough to prevent the loss he suffered when he sent money to its customer’s account as the result of an alleged scam. Mr S has used a representative to bring his complaint, but for ease of readi... (4 pages)View decision -
Decision Reference DRN-4713338
28 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4713338 The complaint Mr A complains how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled a dispute about a purchase on his credit card. What happened The background details of this complaint are well known to the parties so I will only summarise them here. Mr A purchased a d... (5 pages)View decision -
Decision Reference DRN-4552757
28 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4552757 The complaint Ms K is unhappy that Lloyds Bank PLC (“Lloyds”) haven’t refunded the money she lost to an investment she now believes was a scam. She also lost a further sum to a second organisation purporting to be able to recover her lost investment funds. Ms K is represented b... (5 pages)View decision -
Decision Reference DRN-4697927
28 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4697927 The complaint Mr F ands Ms R have complained that Vitality Health Limited (‘Vitality’) hasn’t paid for treatment recommended by a GP. What happened Mr F and Ms R have a private medical insurance policy, underwritten by Vitality. Mr F booked an appointment with a Vitality GP and... (2 pages)View decision
