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 366350 results
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Decision Reference DRN-5190708
17 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5190708 The complaint Miss R complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment 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 t... (5 pages)View decision -
Decision Reference DRN-5217883
17 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5217883 The complaint Mr and Mrs S complain that Royal & Sun Alliance Insurance Limited mis-sold their home insurance policies and add-on legal cover. Mrs S is a joint policyholder. I’ll mainly refer to Mr S in my decision as he referred the complaint to us. What happened In S... (3 pages)View decision -
Decision Reference DRN-4956013
17 Dec 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4956013 The complaint Mr T has complained about the delays which he says were incurred by HUB Financial Solutions Limited in setting up an annuity with Legal and General (L&G). What happened The investigator who considered this matter set out the background to the complaint in h... (5 pages)View decision -
Decision Reference DRN-5217420
17 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217420 The complaint Mr E is upset with the actions taken, and the offer of compensation made by Lloyds Bank Plc (Lloyds), when an account was opened fraudulently in his name What happened Mr E initially raised concerns with Lloyds in January 2024 when it was brought to his attenti... (2 pages)View decision -
Decision Reference DRN-5209245
17 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5209245 The complaint Miss H complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (8 pages)View decision -
Decision Reference DRN-5092404
17 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5092404 The complaint This complaint is being brought by a business who I will call Business B. Business B complains that Barclays Bank UK PLC stopped a payment resulting in it losing out on a significant purchase. Mr H complains on behalf of the business, so I will refer to him t... (3 pages)View decision -
Decision Reference DRN-5217652
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5217652 The complaint Mrs H is unhappy that Lloyds Bank PLC are allowing contactless transactions on her debit card when she specifically requested that her debit card not have contactless functionality. What happened Mrs H asked Lloyds to provide her with a debit card that doesn’t ... (2 pages)View decision -
Decision Reference DRN-5195655
17 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5195655 The complaint Mr and Mrs B are unhappy with how Lloyds Bank General Insurance Limited dealt with their home insurance claim. Mr and Mrs B are represented by their son. For clarity, I will refer to him as Mr A. This complaint involves the actions of agents for whom Lloyds i... (5 pages)View decision -
Decision Reference DRN-5156492
17 Dec 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5156492 The complaint Mr J complains Watford Insurance Company Europe Limited unfairly declined a storm damage claim under a home insurance policy. Reference to Watford include its agents. What happened In summary, Mr J held a home insurance policy which was underwritten by Watford.... (3 pages)View decision -
Decision Reference DRN-5061540
17 Dec 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5061540 The complaint Ms I complains that Scottish Friendly Assurance Society Limited have applied an exclusion to her income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the re... (2 pages)View decision
