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-4932187
24 Sep 2024 Wakam UpheldInsuranceDRN-4932187 The complaint Ms A has complained about her insurer Wakam’s decision to decline a claim she made for storm damage under her home and buildings insurance policy. She’s also complained that Wakam failed to properly explain the claims process to her. All reference to the insure... (3 pages)View decision -
Decision Reference DRN-5039587
24 Sep 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5039587 The complaint Mrs S applied for a mortgage decreasing life insurance policy with critical illness cover (‘the policy’) with Legal and General Assurance Society Limited, via a third party. She’s unhappy that Legal and General Assurance Society Limited started the policy even ... (2 pages)View decision -
Decision Reference DRN-4915549
24 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4915549 Complaint Mr S is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. Background Mr S had been looking for work and had applied for various roles online. He was contacted by someone who claimed to be recruiting for a role. The role was apparently wi... (2 pages)View decision -
Decision Reference DRN-5031379
24 Sep 2024 Nationwide Building Society Not upheldConsumer CreditDRN-5031379 The complaint Miss C has complained that Nationwide Building Society (“Nationwide”) gave her a loan which she couldn’t afford to repay. What happened A summary of Miss C’s borrowing can be found in the table below. loan number loan amount agreement date repayment date APR ... (5 pages)View decision -
Decision Reference DRN-4915564
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4915564 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr S had been looking for work and had applied for various roles online. He was contacted by someone who claimed to be recruiting for a role. The role was apparently... (5 pages)View decision -
Decision Reference DRN-4995049
24 Sep 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4995049 The complaint Miss M complains that Frasers Group Financial Services Limited trading as Studio provided her with poor customer service, and this affected her credit file. What happened Miss M says she was asked to reset her password when logging into her Studio account on 12... (2 pages)View decision -
Decision Reference DRN-5011674
24 Sep 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-5011674 The complaint Mr R complains about the way Financial Administration Services Limited (Fidelity) administered a transfer of assets over to their platform. What happened Mr R requested the transfer of a range of financial assets from a third-party to the Fidelity platform, in ... (3 pages)View decision -
Decision Reference DRN-4896638
24 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4896638 The complaint Mr K complains that Lloyds Bank PLC unfairly declined a payment he made to a third party. What happened In April 2024 Mr K attempted to make a payment of £2,059 to a new payee from his Lloyds bank account. The payment was picked up by Lloyds’ fraud prevention ... (3 pages)View decision -
Decision Reference DRN-5038733
24 Sep 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5038733 The complaint Miss N complains Yorkshire Building Society (YBS) provided poor customer service when she attempted to transfer her ISA’s to another provider. What happened Miss N says she held two Individual Savings Accounts (ISA) with YBS and in early August 2023 requested t... (3 pages)View decision -
Decision Reference DRN-3600159
24 Sep 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3600159 The complaint Miss G has complained, with the help of a professional third party, that Scottish Widows Limited (‘SWL’) has acted unfairly regarding how it has proposed to put right a complaint she made, which it has upheld, about its actions during the transfer of her SWL pe... (4 pages)View decision
