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 380824 results
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Decision Reference DRN-5038247
24 Sep 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5038247 The complaint Mr E’s complaint is, in essence, that Tandem Personal Loans Ltd 1 (“Tandem”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) decidi... (9 pages)View decision -
Decision Reference DRN-4638450
24 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4638450 The complaint A company which I’ll call ‘B’ complains that Lloyds Bank Plc didn’t reimburse the money it transferred to a fraudster. The complaint is brought on B’s behalf by one of its directors, Mr A. What happened Both parties are aware of the circumstances of the compl... (7 pages)View decision -
Decision Reference DRN-5032089
24 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5032089 The complaint Mr T has complained about the service he received from National Savings and Investments (‘NS&I’) when he attempted to apply for some of its savings bonds. What happened I have previously issued a provisional decision regarding this complaint. The following... (4 pages)View decision -
Decision Reference DRN-4771893
24 Sep 2024 Freetrade Limited Not upheldInvestmentsDRN-4771893 The complaint Mr W is unhappy with information provided to him by Freetrade Limited which he says caused a financial loss relating to a Corporate Action. What happened Mr W complained to Freetrade when he didn’t receive free shares he was expecting as part of a reverse stock... (2 pages)View decision -
Decision Reference DRN-4949432
24 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4949432 The complaint Mr A complains that Advantage Insurance Company Limited cancelled his motor insurance policy and recorded his details on a database so that he couldn’t obtain affordable insurance. Mr A is represented in this matter by his mother, Ms A. What happened Mr A took... (2 pages)View decision -
Decision Reference DRN-4924940
24 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4924940 The complaint Mrs K and her husband Mr S complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance claim and the complaint is a car, first registered in 2015. Mrs K ... (3 pages)View decision -
Decision Reference DRN-5039611
24 Sep 2024 Vitality Health Limited UpheldInsuranceDRN-5039611 The complaint Mrs C is unhappy that Vitality Health Limited didn’t pay a claim made under her private medical insurance policy (’the policy’) in full. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-4685167
24 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4685167 The complaint Miss O complains that Lloyds Bank PLC Ltd won’t refund money she lost when she was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss O decided ... (5 pages)View decision -
Decision Reference DRN-4855702
24 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4855702 The complaint Mr V complains that The Royal Bank of Scotland Plc blocked a regular transfer from his UK account to his overseas account. He wants assurances that future payments will not be blocked. What happened Mr V says he makes regular transfers from his UK account to hi... (2 pages)View decision -
Decision Reference DRN-4938203
24 Sep 2024 Freemans Plc UpheldConsumer CreditDRN-4938203 The complaint Mr G is complaining that Freemans Plc lent to him irresponsibly by providing him with a catalogue shopping account. What happened In July 2018, Freemans approved Mr G’s account application, giving him a credit limit of £100. Mr G requested credit limit increase... (3 pages)View decision
