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 366700 results
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Decision Reference DRN-5319285
13 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5319285 The complaint Mr G is unhappy with Barclays Bank UK PLC. Mr G had a business account with an overdraft facility. Barclays have notified Mr G that he is the guarantor for that overdraft. But Mr G doesn’t agree and said he never signed anything. What happened Mr G doesn’t rem... (3 pages)View decision -
Decision Reference DRN-5396066
13 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5396066 The complaint Mr V has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr V invested in unlisted shares in his SIPP. Mr V says L&C should not have allowed the investment which ha... (12 pages)View decision -
Decision Reference DRN-5372402
13 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5372402 The complaint Miss A complains that Admiral Insurance (Gibraltar) caused further damage to her car when they were assessing it following an accident. What happened Miss A held a motor policy with Admiral on which she made a claim in June 2024 following an accident. The car... (2 pages)View decision -
Decision Reference DRN-5339166
13 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5339166 The complaint Mr G complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a luxury sports utility vehicle of a limited edition, with a large diesel engine and... (4 pages)View decision -
Decision Reference DRN-4896254
13 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4896254 The complaint Mr V is unhappy Wise Payments Limited won’t refund payments he sent as part of a scam. What happened The background to the complaint is well known to both parties so I won’t repeat it in detail here. But, in summary, Mr V fell victim to a job scam and was persu... (3 pages)View decision -
Decision Reference DRN-5395938
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5395938 The complaint Mrs O is unhappy that Lloyds Bank PLC decided not to refund her after she was the victim of a scam. Mrs O is bringing her complaint using a professional representative which I’ll refer to as P. What happened Mrs O said she came to know about an investment wit... (6 pages)View decision -
Decision Reference DRN-5355193
13 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5355193 The complaint Mr S is unhappy that Legal and General Assurance Society Limited (L&G) declined a claim under a group income protection insurance policy. What happened Mr S was originally signed off work by his GP with sciatica. He was later signed off work by his GP with... (3 pages)View decision -
Decision Reference DRN-5310806
13 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5310806 The complaint Miss M and Mr M complain that AXA Insurance UK Plc won’t replace a sofa leg that was lost by a third party company appointed to handle his insurance claim. The policy was sold and is administered by an intermediary on AXA’s behalf and all correspondence has bee... (3 pages)View decision -
Decision Reference DRN-5346713
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5346713 The complaint Mr J complains about the interest charged on his credit card account with Bank of Scotland plc trading as Halifax. What happened On 31 May 2024, Mr J made a cash withdrawal using his credit card. He says, he paid this amount i... (2 pages)View decision -
Decision Reference DRN-4939336
13 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4939336 The complaint Miss P complains that HSBC UK Bank Plc trading as first direct hasn’t refunded a payment she made. She has brought a claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In 2020, Miss P contracted with a supplier (who I’ll refer ... (3 pages)View decision
