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 370902 results
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Decision Reference DRN-5299343
24 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5299343 The complaint Mr D has complained that Vitallity Health Limited has declined cover under a private medical insurance (PMI) policy. What happened Mr D had arranged treatment for two different medical conditions. He had a consultation for the first condition on 12 December 20... (3 pages)View decision -
Decision Reference DRN-5352701
24 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352701 The complaint Ms R has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2024, a continuous payment authority (CPA) was set up on Ms R’s Lloyds account using her card details. A CPA is a recurri... (3 pages)View decision -
Decision Reference DRN-4826866
24 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4826866 The complaint Miss G is unhappy with how TSB Bank plc handled a claim for a refund under the chargeback scheme. What happened Around January 2024 Miss G attended a dental clinic abroad, that I’ll refer to as ‘A’, for various work including implants. She paid £3,500 on her T... (4 pages)View decision -
Decision Reference DRN-5175945
24 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5175945 The complaint Mrs T complains that The Prudential Assurance Company Limited (“Prudential”) has failed to treat her fairly by changing the maturity date of a pension plan she holds with the firm. What happened The pension plan that Mrs T holds was first opened in 1986 with an... (3 pages)View decision -
Decision Reference DRN-5352629
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352629 Complaint Miss L and Mr L have complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to their current account. Miss L and Mr L are being represented, by the (“representative”), in their complaint. The representative has said the charges ... (6 pages)View decision -
Decision Reference DRN-5122349
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5122349 The complaint Mr L has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened Mr L was looking for work, and was contacted by scammers posing as recruiters. They referred him to a fake employer who offered him... (2 pages)View decision -
Decision Reference DRN-5352544
24 Feb 2025 Vitality Life Limited Not upheldInsuranceDRN-5352544 The complaint Mr B complained about Vitality Life Limited (Vitality). He said he was not happy when it revised its quote, after he requested an extension to his term assurance policy. He said he would like Vitality to honour the first quote that it made to him and amend his ... (3 pages)View decision -
Decision Reference DRN-5256718
24 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5256718 The complaint Mr B and Miss K complain about what happened when they asked Bank of Scotland plc trading as Halifax to port their existing mortgage to a new property. The valuation for the new property was much lower than they expected, and they thought the valuer had got it ... (4 pages)View decision -
Decision Reference DRN-5293417
24 Feb 2025 Esure Services Limited Not upheldInsuranceDRN-5293417 The complaint Mr and Mrs M complain about the renewal price Esure Services Limited (‘esure’) offered for their buildings insurance policy. What happened The background to this complaint is well known to Mr and Mrs M and esure. Rather than repeat in this decision what’s alrea... (4 pages)View decision -
Decision Reference DRN-5303666
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5303666 The complaint Mr V complains about the actions of HSBC UK Bank Plc when he lost money to a scam. Mr V is being represented by a claims management company but for ease I’ll only refer to Mr V in my decision. What happened The detailed background to this complaint is well kn... (3 pages)View decision
