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 360982 results
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Decision Reference DRN-4924309
12 Nov 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4924309 The complaint Mr A and Mrs N have complained that Liverpool Victoria Financial Services Limited (‘LV’) delayed matters and failed to act on Mr A’s instructions to put a critical illness insurance policy in place. What happened Mr A and Mrs N had insurance cover with LV and a... (3 pages)View decision -
Decision Reference DRN-5140051
12 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5140051 The complaint and what happened Mrs G complained that Creation Consumer Finance Ltd failed to pay out on a claim she made to it about the quality of the installation of a solar panel system she purchased with credit it provided. I’ve included relevant sections of my provisi... (2 pages)View decision -
Decision Reference DRN-5071093
12 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5071093 The complaint Mr and Mrs H complain that National Westminster Bank Plc mistakenly reported a payment on his mortgage account to a credit reference agency (“CRA”) as missed when it had been paid. What happened Mr and Mrs H had a mortgage with NatWest but bank elsewhere. They ... (2 pages)View decision -
Decision Reference DRN-4850589
12 Nov 2024 ReAssure Limited UpheldInsuranceDRN-4850589 The complaint The estate of Ms M complains that ReAssure Limited declined a claim she made on a Crisis Cash Cover policy. What happened Ms M had a Crisis Cash Cover policy which included cover for serious and critical illnesses. Ms M was diagnosed with Multiple Sclerosis (MS)... (3 pages)View decision -
Decision Reference DRN-5109446
12 Nov 2024 The Chorley and District Building Society Not upheldBanking and PaymentsDRN-5109446 The complaint Mr T is unhappy that The Chorley and District Building Society (“CDBS”) incorrectly rejected a transfer request that he’d submitted. What happened Mr T held an account with CDBS. On 19 February, Mr T spoke with CDBS and asked how he could withdraw his money and... (2 pages)View decision -
Decision Reference DRN-4731171
12 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4731171 The complaint Miss S complains that Barclays Bank UK PLC hasn’t refunded her the full amount she lost to a cryptocurrency investment scam. What happened Miss S spoke with someone on social media about investing in bitcoin. The person said they could invest on Miss S’s behalf... (2 pages)View decision -
Decision Reference DRN-4785695
12 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4785695 The complaint Dr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the remaining funds she lost when she fell victim to a scam. What happened What Dr C says Dr C says that after receiving an inheritance she left her contact details on the websites of some investment ... (6 pages)View decision -
Decision Reference DRN-4844004
12 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4844004 The complaint Mr F complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In April 2023 Mr F entered into a 25-month... (3 pages)View decision -
Decision Reference DRN-4801309
12 Nov 2024 Seven Street Wealth Ltd Not upheldPensions and AnnuitiesDRN-4801309 The complaint Mr P complains that Seven Street Wealth Ltd (SSW) gave him unsuitable advice about the withdrawal of tax-free cash (TFC) from his Self-Invested Personal Pension (SIPP) in 2018. And that this led to him paying an immediate Lifetime Allowance tax charge that he c... (8 pages)View decision -
Decision Reference DRN-5045237
12 Nov 2024 State Credit & Investment Limited Not upheldMortgagesDRN-5045237 The complaint Ms B complains about a bridging loan provided by State Credit & Investment Limited (SCI). She says she shouldn’t have been provided with the loan as there was no credible strategy for her repaying it, and she couldn’t afford the monthly payments. The compla... (4 pages)View decision
