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 362196 results
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Decision Reference DRN-5422257
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5422257 The complaint Mrs S and Mr H complain Royal & Sun Alliance Insurance Limited unfairly declined a claim made on a pet insurance policy, Mrs S has dealt with the claim and complaint, so for ease I will refer to her below. What happened The following provides a summary of w... (4 pages)View decision -
Decision Reference DRN-5039392
25 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5039392 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money has declined to refund a disputed transaction that was made from his account, and for the way it handled his fraud claim. What happened In September 2023, Mr K says he was approached by some people... (3 pages)View decision -
Decision Reference DRN-5372978
25 Mar 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5372978 The complaint Mr G complains that HSBC UK Bank Plc hasn’t dealt reasonably with him since his account fell into arrears. What happened Mr G’s original complaint included a number of issues, some of which we don’t have the power to consider because they were brought to us to... (4 pages)View decision -
Decision Reference DRN-5004200
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5004200 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money she says she lost to a scam. This decision only relates to the payments made from Mrs H’s accounts. A number of payments were also made from Mrs H’s husbands’ accoun... (5 pages)View decision -
Decision Reference DRN-5422273
25 Mar 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5422273 The complaint Mr P has complained about how Shop Direct Finance Company Limited treated him when he experienced financial difficulties. What happened My provisional decision of 3 March 2025 set out the background to this complaint: “Mr P opened a catalogue shopping account w... (4 pages)View decision -
Decision Reference DRN-5372213
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5372213 The complaint Ms B complains about the advice and actions of Lloyds Bank PLC in relation to her fixed term ISA. What happened Ms B contacted Lloyds as her ISA was maturing. She was told she could take out the interest and transfer the capital to another fixed rate ISA. She o... (3 pages)View decision -
Decision Reference DRN-5425530
25 Mar 2025 Scottish Widows Unit Trust Managers Limited UpheldInvestmentsDRN-5425530 The complaint Mr and Mrs S complain about Scottish Widows Unit Trust Managers Limited (SW). They’re unhappy with the level of service they received when Mrs S was attempting to transfer some shares to Mr S and then encash them. What happened Mrs S contacted SW in September 2... (3 pages)View decision -
Decision Reference DRN-5299327
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5299327 The complaint Ms T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an impersonation scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-5299338
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5299338 The complaint Complaint Ms T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t do enough to protect her from the financial harm caused by an impersonation scam, or to help her recover the money once she’d reported the scam to it. What happened The detai... (4 pages)View decision -
Decision Reference DRN-5425757
25 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5425757 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. When I refer to what Mr K has said and what BMWFS has said, it should also be taken to include thing... (7 pages)View decision
