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 364862 results
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Decision Reference DRN-5155456
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5155456 The complaint Mr and Mrs L complain that Lloyds Bank PLC won’t refund all the money they lost when they were the victims of what they feel was a scam. What happened In August 2021, a friend of Mrs L’s recommended an investment company to her that they had been using and had... (4 pages)View decision -
Decision Reference DRN-5155427
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5155427 The complaint Mrs L complains that Lloyds Bank PLC won’t refund all the money she lost when she was the victim of what she feels was a scam. What happened In August 2021, a friend of Mrs L’s recommended an investment company to her that they had been using and had earned th... (3 pages)View decision -
Decision Reference DRN-4883482
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4883482 The complaint Mrs G complains that Santander UK Plc (‘Santander’) won’t refund the money she lost as the result of a rogue builder. What happened In early 2022, Mrs G and her daughter were looking to substantially renovate their home. They were recommended a builder by a lo... (4 pages)View decision -
Decision Reference DRN-5346845
26 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5346845 The complaint Mrs L complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly cancelled her home insurance policy when she made a claim, and refused to deal with the claim. Any reference to RSA in this decision includes its appointed agents. Mrs L has a repr... (4 pages)View decision -
Decision Reference DRN-5317596
26 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5317596 The complaint Mr B complains that his credit card issued by Barclays Bank UK PLC trading as Barclaycard wouldn’t work when he tried to use it to withdraw cash and pay for car hire whilst he was abroad. What happened Mr B has a Barclaycard credit card. At the end of August 20... (2 pages)View decision -
Decision Reference DRN-5178787
26 Feb 2025 Hansells Solicitors Not upheldPensions and AnnuitiesDRN-5178787 The complaint Mr N has pursued complaints about Hansells Solicitors’ (‘HS’) recommendation of a Defined Benefits Pension (‘DBP’) transfer in 2016 and its Ongoing Advice Service (‘OAS’) since then (until 31 July 2020 when HS sold its financial services business). This complai... (6 pages)View decision -
Decision Reference DRN-5311166
26 Feb 2025 Lendable Ltd Not upheldConsumer CreditDRN-5311166 The complaint Mr S complains that Lendable Ltd defaulted his account even though he resumed monthly payments after he received a default notice. What happened Mr S has a loan account with Lendable. The loan was taken out on 6 March 2023 in the sum of £6,315.00 for a term of ... (3 pages)View decision -
Decision Reference DRN-5348146
26 Feb 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5348146 The complaint A company, which I’ll refer to as M, complains that ClearBank Limited has declined to refund an unauthorised payment. Mr and Mrs M, who are directors of M have brought the complaint on M’s behalf. M holds a business bank account with Tide and Tide’s bank accoun... (4 pages)View decision -
Decision Reference DRN-5252701
26 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5252701 The complaint Mr A has complained that U K Insurance Limited declined a claim he made under his annual travel insurance policy. What happened The background to this complaint is well known to the parties so I won’t detail it in full here. In summary Mr A booked a skiing holi... (2 pages)View decision -
Decision Reference DRN-5271807
26 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5271807 The complaint Mr N complains that Sainsbury’s Bank Plc wrongly declined his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after work on his central heating system was not carried out to a satisfactory and was not completed. What happened In February 2... (3 pages)View decision
