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 364422 results
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Decision Reference DRN-5312542
6 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5312542 The complaint Mr G has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) offered to settle claim under a home insurance policy. Mr G is represented for his claim and complaint but, for ease, I will normally only refer to him. What happened Mr G contacte... (4 pages)View decision -
Decision Reference DRN-5088980
6 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5088980 The complaint Mr and Mrs B complain that Lloyds Bank General Insurance Limited (Lloyds) has unfairly refused to meet a claim they made for damage to their property. What happened In November 2023 Mr and Mrs B approached Lloyds to register a claim for storm damage to their pr... (2 pages)View decision -
Decision Reference DRN-5248049
6 Feb 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5248049 The complaint Mr B complains that Lloyds Bank PLC refused his offer of repayment, defaulted his loan account and ended his agreement. What happened Mr B held a loan account with Lloyds. In March 2021 the account fell into arrears. On 2 March 2021 Lloyds issued an arrears let... (2 pages)View decision -
Decision Reference DRN-5275453
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5275453 The complaint Mr D complains that Barclays Bank UK PLC froze his account without warning following his obtaining a debt relief order (DRO). What happened Mr D entered into a DRO, which was issued on 11 November 2024. Barclays received this through the official receiver on 14... (2 pages)View decision -
Decision Reference DRN-5290646
6 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5290646 The complaint Mr and Mrs G are unhappy their claim for storm damage to their roof has been declined by Advantage Insurance Company Limited (“Advantage”) under their home insurance policy. What happened Mr and Mrs G contacted Advantage following a storm to explain the damage ... (3 pages)View decision -
Decision Reference DRN-4885140
6 Feb 2025 True Potential Wealth Management LLP Not upheldPensions and AnnuitiesDRN-4885140 The complaint Mr E has complained that True Potential Wealth Management LLP (True Potential) didn’t tell him about initial and ongoing advice charges that were applied when he transferred his pension plan and paid pension contributions following advice he received from True ... (9 pages)View decision -
Decision Reference DRN-5026671
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5026671 The complaint Mr B and Ms M complain that Santander UK Plc hasn’t refunded them after they discovered they’d fallen victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Mr B and Ms M l... (5 pages)View decision -
Decision Reference DRN-5195922
6 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5195922 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened In April 2015 Mr S entered into an agreement with HSBC to have access to credit by way of a credit card account. He was given an i... (3 pages)View decision -
Decision Reference DRN-4880998
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4880998 The complaint Mr Q complains that Santander UK Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr Q was the victim of a cryptocurrency investment scam after being contacted on a mobile messaging service app. He believed he was chatting wit... (4 pages)View decision -
Decision Reference DRN-4942847
6 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4942847 The complaint Mr Y is unhappy that Santander UK Plc placed restrictions on his accounts and didn’t give him clear information about what he needed to provide in order to have them removed. What happened Mr Y has told us: Santander placed restrictions on his current and s... (4 pages)View decision
