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 369227 results
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Decision Reference DRN-5221007
13 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5221007 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr L says that in February 2023 he saw an advertisement for a car on an online marketplace. There were pictures of the interior and ext... (4 pages)View decision -
Decision Reference DRN-5220868
13 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5220868 The complaint Ms J complains that Accredited Insurance (Europe) Limited (Accredited Insurance) unfairly avoided her motor insurance policy (treated it like it never existed) and refused to pay her claim. What happened Ms J took out a motor insurance policy with Accredited I... (3 pages)View decision -
Decision Reference DRN-5214451
13 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5214451 The complaint Mr D is unhappy with the service provided by FirstRand Bank Limited trading as MotoNovo Finance (“MotoNovo”) when he tried to terminate his finance agreement. When I refer to what Mr D has said and what MotoNovo has said, it should also be taken to include thi... (3 pages)View decision -
Decision Reference DRN-4717347
13 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4717347 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The core facts are not in dispute so I will focu... (2 pages)View decision -
Decision Reference DRN-5232481
13 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5232481 The complaint Mr C is unhappy with the service he’s received from Lloyds Bank PLC surrounding an ISA transfer. What happened In April 2024, Mr C instructed an ISA transfer from his previous ISA provider (whom I’ll refer to as ‘X’) to Lloyds. The transfer of funds was success... (2 pages)View decision -
Decision Reference DRN-5165081
13 Jan 2025 The Salvation Army General Insurance Corporation Ltd Not upheldInsuranceDRN-5165081 The complaint Mr G complains that The Salvation Army General Insurance Corporation (SAGIC) declined his claim against his mobility scooter insurance. Reference to SAGIC includes its agents. What happened In May 2024, Mr G renewed his annual mobility scooter insurance underw... (3 pages)View decision -
Decision Reference DRN-4848378
13 Jan 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4848378 The complaint Mrs O complains that her Group Pension Plan (GPP), the protector fund, has fallen in value since July 2021. What happened Mrs O’s GPP was set up in 2012, her retirement date was noted as November 2021. Her contributions were invested in line with Scottish Wido... (6 pages)View decision -
Decision Reference DRN-5106608
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5106608 The complaint Miss B complains that Santander UK Plc (“Santander”) won’t refund money she lost when she fell victim to a scam. Miss B is being represented by a claims management company in this complaint. What happened In May 2020, Miss B invested in a company – Buy2Let/Ra... (8 pages)View decision -
Decision Reference DRN-5205555
13 Jan 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5205555 The complaint Mrs K complains that LeasePlan UK Limited (“LeasePlan”) applied inappropriate end of lease charges for the condition of her car. When I refer to what Mrs K has said and what LeasePlan has said, it should also be taken to include things said on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5123244
13 Jan 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5123244 The complaint Ms W complains that The Co-operative Bank Plc trading as Platform agreed to a payment arrangement on her joint mortgage without her consent. What happened Ms W has a joint mortgage account with her ex-partner. I won’t go into detail about Ms W’s personal circum... (3 pages)View decision
