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 381195 results
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Decision Reference DRN-5643643
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5643643 The complaint Mr F complains about the service he received from Monzo Bank Ltd (“Monzo”) when he raised a Direct Debit Indemnity Claim (“DDIC”) and is unhappy with Monzo’s cheque processing times and wants Monzo to review its process documentation. What happened Mr F contact... (3 pages)View decision -
Decision Reference DRN-5501478
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5501478 The complaint Miss H complains about the service Lloyds Bank PLC provided after discovering that her access to online banking had been suspended. What happened In November 2024 Miss H had her purse stolen. She ordered new cards from Lloyds but these didn’t arrive and when sh... (2 pages)View decision -
Decision Reference DRN-5457568
24 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5457568 The complaint Mrs M complains that Scottish Widows Limited has behaved unreasonably in processing a claim she made under a joint life assurance policy she held with her late husband. What happened The joint policy began in 2017 for a seven-year term. Mrs M made a claim to S... (4 pages)View decision -
Decision Reference DRN-5596284
24 Jun 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5596284 The complaint Mr W complains that St. James’s Place Wealth Management PLC (SJPWM) failed to review his pension for over 20 years. What happened In May 1996 SJPWM recommended that Mr W open an Executive Retirement Plan with it to accept regular pension contributions. SJPWM s... (3 pages)View decision -
Decision Reference DRN-5643557
24 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditThe complaint Mr W complains about problems he has had with a car Tandem Motor Finance Limited (Tandem) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll pro... (7 pages)View decision -
Decision Reference DRN-5429588
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5429588 The complaint Mr T complains that Barclays Bank UK plc (‘Barclays’) reported incorrect information to the Credit Reference Agencies (‘CRAs’) about the status of a default. Mr T wants compensation for the distress and inconvenience this caused him. What happened Mr T’s curren... (2 pages)View decision -
Decision Reference DRN-5583408
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5583408 The complaint Ms R complains that Lloyds Bank PLC allowed her to spend during a time when it should have noticed she was vulnerable. Ms R is represented in bringing this complaint but for ease of reading, I’ll refer to all submissions as being made by her directly. What happ... (3 pages)View decision -
Decision Reference DRN-5307905
24 Jun 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-5307905 The complaint Mr Q complains about the fees Scottish Widows Schroder Personal Wealth Limited, trading as Schroders Personal Wealth (‘SPW’) has charged for ongoing advice. Mr Q says that the meetings and reviews that have taken place have not provided any value and he is also... (8 pages)View decision -
Decision Reference DRN-5643586
24 Jun 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5643586 The complaint Mrs H complains Great Lakes Insurance SE (“Great Lakes”) damaged her flooring when carrying out repairs following a claim on her property insurance policy. She says the damage was made worse after Great Lakes attempted to rectify the issue. She’s also complaine... (3 pages)View decision -
Decision Reference DRN-5643870
24 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5643870 The complaint Mrs M complains that AXA Insurance UK Plc have unfairly declined her claim for storm damage to her property. What happened Mrs M had a buildings insurance policy with AXA. In October 2023 she made a claim for storm damage to her roof, following noticing an in... (5 pages)View decision
