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 384131 results
-
Decision Reference DRN-5853524
20 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5853524 The complaint Mr B and Mr R complain that Lloyds Bank General Insurance Limited (“Lloyds”) declined a claim they made on their home insurance policy following an escape of water at their home. Mr B and Mr R are joint policyholders but for ease I’ll refer to Mr B since he ha... (3 pages)View decision -
Decision Reference DRN-5352561
20 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352561 The complaint Mr and Mrs S complain that Lloyds Bank PLC did not reimburse the money Mr S lost to a scam. What happened An old friend of Mr S introduced him to an individual I will call Mr M, who he believed was a director of an investment company (‘V’). Mr S’s friend had i... (5 pages)View decision -
Decision Reference DRN-5930942
20 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5930942 The complaint Mr M complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here.... (3 pages)View decision -
Decision Reference DRN-5895522
20 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5895522 The complaint A company, which I’ll refer to as I, complains that Starling Bank Limited (‘Starling’) won’t reimburse the funds it lost when it fell victim to a scam. Mr L, who is a director of I, brings the complaint on I’s behalf. What happened Mr L says that in April 2024 ... (6 pages)View decision -
Decision Reference DRN-5964438
20 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5964438 The complaint and background Mrs S through her representative, complains about the actions of Bank of Scotland plc trading as Halifax when it declined to refund her money lost when she fell victim to a cryptocurrency investment scam. The details of this complaint are well k... (4 pages)View decision -
Decision Reference DRN-5683073
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5683073 Complaint Ms V is unhappy that HSBC UK Bank Plc didn’t reimburse her after she reported falling vicitm to a scam. Background In 2021, Ms V saw an advert on social media about someone who seemed to be a successful investor. She sent a message on the platform, and they then g... (3 pages)View decision -
Decision Reference DRN-5965300
20 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5965300 The complaint Mr N complains that Aviva Insurance Limited (Aviva) settled a third-party claim against his car insurance policy. What happened Mr N has car insurance with Aviva. In December 2024 Mr N’s vehicle was damaged in an accident with a third-party vehicle. A passenge... (3 pages)View decision -
Decision Reference DRN-5881699
20 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5881699 The complaint A limited company, which I will call T, has complained about the handling of a claim under its commercial insurance policy with AXA Insurance UK Plc. Mr M, as Company Secretary of T, has bought the complaint on its behalf. What happened On 21 December 2023, T d... (4 pages)View decision -
Decision Reference DRN-5960071
20 Nov 2025 Unum Ltd UpheldInsuranceDRN-5960071 The complaint Mr W complains about Unum Ltd’s decision to turn down his income protection claim. What happened Mr W is covered under his employer’s group income protection policy with Unum. The aim of the policy is to pay benefit in the event Mr W can’t work in his role due ... (7 pages)View decision -
Decision Reference DRN-5959515
20 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5959515 The complaint Mrs G has complained that Lloyds Bank Plc won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. I issu... (3 pages)View decision
