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-5139364
11 Nov 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-5139364 The complaint Mr W complains that Admiral Financial Services Limited trading as Admiral Loans (“Admiral Loans”) is unfairly holding him liable for a loan which he says he neither applied for nor consented to. What happened On 16 October 2024 I issued my provisional decision... (4 pages)View decision -
Decision Reference DRN-4906944
11 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4906944 The complaint Miss O complains about the way in which Lloyds Bank PLC handled her claim after a flight she had bought with her credit card was cancelled. What happened On 6 September 2021 Miss O tried to book a return flight through a website, which I’ll refer to as “T”. Mis... (3 pages)View decision -
Decision Reference DRN-5100194
11 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5100194 The complaint Mr S complains about AXA Insurance UK Plc (“AXA”) and the service provided to him, including the way his claim has been settled, after he made a claim on his home insurance policy. What happened The claim and complaint circumstances are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5115422
11 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5115422 The complaint A business “P” is unhappy with National Westminster Bank Plc’s application of restrictions to its accounts due to issues with a Business Profile Review (BPR). Mr P has been dealing with the complaint on behalf of his business which he runs with his wife Mrs P.... (4 pages)View decision -
Decision Reference DRN-5094269
11 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5094269 The complaint Miss A is unhappy Lloyds Bank PLC trading as Lloyds Bank (Lloyds) put a payment on hold while doing further investigation. She is also unhappy with the customer service provided What happened In February 2024, Miss A tried to make a payment to a new payee, howe... (2 pages)View decision -
Decision Reference DRN-4757420
11 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4757420 The complaint Mr J complains that Nationwide Building Society didn’t follow his instructions to close his accounts. Mr J adds that Nationwide did not let him know he owed them money. To put things right Mr J wants compensation and Nationwide to refund him overdraft charges.... (4 pages)View decision -
Decision Reference DRN-5105180
11 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5105180 The complaint Mr L complains about the settlement that Ageas Insurance Limited offered him for the total loss of his car following a claim made on his motor insurance policy. He wants it to pay all his claim. What happened Mr L’s car was damaged in an accident, and he made ... (2 pages)View decision -
Decision Reference DRN-4974214
11 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4974214 The complaint Mr J complains that NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened NewDay provided Mr J with a credit card account in April 2020. Initially, his credit limit was set at £450; Mr J’s credit limit was then increased twice, to £1,200 in Aug... (3 pages)View decision -
Decision Reference DRN-4956963
11 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4956963 The complaint Mr G is unhappy that he’s unable to make transactions using his Bank of Scotland plc account while he’s working offshore. What happened Mr G works offshore and raised a complaint with BOS because since the advent of Strong Customer Authentication (“SCA”), BOS h... (2 pages)View decision -
Decision Reference DRN-5055079
11 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5055079 The complaint Mr K complains Aviva Insurance Limited unfairly declined a storm damage claim under a landlord insurance policy. What happened The details of this complaint are known to all parties, so I won’t repeat them here. Instead, I’ll focus on giving the reasons for my ... (2 pages)View decision
