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 361839 results
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Decision Reference DRN-5207262
15 Jan 2025 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-5207262 The complaint W, a limited company which manages a property, has complained about the property’s insurer Hadron UK Insurance Company Limited. Hadron declined a claim W made for a boundary wall damaged by a tree falling on it during a storm. W has been represented in this co... (2 pages)View decision -
Decision Reference DRN-5085474
15 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5085474 The complaint Mr R and Mrs R have complained that Legal and General Assurance Society Limited (L&G) declined a critical illness claim. What happened The background to this complaint isn’t in dispute. Mr and Mrs R took out a critical illness policy through an independent ... (3 pages)View decision -
Decision Reference DRN-5175956
15 Jan 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5175956 The complaint Miss G complains that Zurich Insurance Company Ltd declined her claim against her travel insurance policy. What happened Miss G took out an annual travel insurance policy with a start date in August 2023. On 28 June 2024, Miss G’s was returning from a trip whe... (2 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5121377
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5121377 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M held a Halif... (2 pages)View decision -
Decision Reference DRN-5190612
15 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5190612 The complaint Mr S complains about how Metro Bank PLC dealt with his direct debit indemnity claim. He’s also unhappy with the service he received from branch staff. What happened Mr S holds a current account with Metro Bank PLC (Metro). On 19 August 2024 he exchanged and co... (4 pages)View decision -
Decision Reference DRN-5263942
15 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5263942 The complaint Mr H has complained that Tesco Personal Finance Limited (trading as “Tesco Bank”) failed to protect him from falling victim to a purchase scam, and hasn’t refunded the money he lost as a result. What happened The background of this complaint is already known t... (4 pages)View decision -
Decision Reference DRN-5144168
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5144168 The complaint Mr G complains about the actions of Lloyds Bank Plc when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In August 2023 Mr G... (3 pages)View decision -
Decision Reference DRN-5121369
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5121369 The complaint Mr M complains Lloyds Bank PLC unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M applied for a current account with L... (3 pages)View decision -
Decision Reference DRN-5228638
15 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5228638 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (20 pages)View decision
