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 369228 results
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Decision Reference DRN-4556492
12 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4556492 The complaint Miss C complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In late 2017, Miss C says she met a mechanic working at her local garage. She says they approached her about an opportunity to invest in an armo... (3 pages)View decision -
Decision Reference DRN-4605945
12 Apr 2024 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-4605945 The complaint Mr I complains that Western Union Payment Services GB Limited (“Western Union”) paid his deposit to an unauthorised person. What happened Mr I sent money to his partner who I’ll refer to as J. J resides in another country which I’ll refer to as P. Mr I sent £250 t... (4 pages)View decision -
Decision Reference DRN-4737941
12 Apr 2024 Solium Capital UK Limited UpheldInvestmentsDRN-4737941 The complaint Mr L complains about the service provided by Solium Capital UK Limited trading as Shareworks by Morgan Stanley, referred to as “Solium”. In summary, he says: Solium deducted a high amount of taxes from his shares due. It provided misleading information. It sent... (5 pages)View decision -
Decision Reference DRN-4639144
12 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4639144 The complaint Mr D complains about the price of his home insurance policy with Lloyds Bank General Insurance Limited. What happened Mr D held a home insurance policy with Lloyds and had done so for a number of years. When the policy last renewed, he wasn’t happy with the price ... (2 pages)View decision -
Decision Reference DRN-4505044
12 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4505044 The complaint Mrs G complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In May 2023, Mrs G received a text message from a number she hadn’t been contacted from before and which she thought was from her father. Th... (4 pages)View decision -
Decision Reference DRN-4668434
12 Apr 2024 Vitality Health Limited Not upheldInsuranceDRN-4668434 The complaint Mrs J complains about how Vitality Health Limited dealt with a claim against her employer’s group private medical insurance policy. What happened Mrs J had the benefit of private medical insurance via her employer’s group policy. I understand that Mrs J had invest... (3 pages)View decision -
Decision Reference DRN-4704841
12 Apr 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4704841 The complaint Mr D complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to conduct proportionate affordability checks before it lent to him. What happened A summary of Mr D’s borrowing can be found in the table below. loan... (4 pages)View decision -
Decision Reference DRN-4567447
12 Apr 2024 RAC Insurance Limited UpheldInsuranceDRN-4567447 The complaint Mr M has complained that RAC Insurance Limited failed to provide any service under his RAC breakdown cover through his Keychoice insurance policy when his motorhome developed some issues when travelling in Europe. References to RAC include all its agents both in E... (9 pages)View decision -
Decision Reference DRN-4723623
12 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4723623 The complaint Ms M is unhappy with what Inter Partner Assistance SA did after she made a claim on the legal expenses section of her travel insurance policy. What happened In August 2023 Ms M made a legal expenses claim to Inter Partner as she’d suffered an injury on holiday and... (2 pages)View decision -
Decision Reference DRN-4580122
12 Apr 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4580122 The complaint Mr E complains that National Westminster Bank Plc (“NatWest”) is unfairly holding him liable for a loan he says he didn’t take out. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr E says... (2 pages)View decision
