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-5270239
4 Feb 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5270239 The complaint Mr L complains that Loans 2 Go Limited trading as loans2go.co.uk was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with 8% statutory interest. And any adverse information recorded about this loan removed from ... (3 pages)View decision -
Decision Reference DRN-5178966
4 Feb 2025 Yorkshire Building Society UpheldMortgagesDRN-5178966 The complaint Mr and Mrs P are unhappy that they lost the offset facility on their mortgage when they completed a product transfer online with Yorkshire Building Society. They don’t believe the process was clear. They also complain that Yorkshire failed to pay interest for a... (4 pages)View decision -
Decision Reference DRN-5284858
4 Feb 2025 BUPA Insurance Limited UpheldInsuranceDRN-5284858 The complaint Mr H complains that BUPA Insurance Limited declined his claim against his private medical insurance policy. He also complains about the service he received when making his claim. What happened In summary, Mr H has been a member of BUPA for many years. His memb... (3 pages)View decision -
Decision Reference DRN-5087427
4 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5087427 The complaint H, a limited company, complains that HSBC UK Bank Plc has declined to refund disputed transactions that it says were carried out by an unauthorised individual. What happened H is represented by its director, Mr P. In November 2023, Mr P says his office was brok... (3 pages)View decision -
Decision Reference DRN-5189208
4 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5189208 The complaint Mr C is unhappy that BUPA Insurance Limited (BUPA) declined a private medical insurance claim for his daughter. What happened Mr C has a private medical insurance policy with BUPA. The policy is underwritten by BUPA and provides cover for his wife and his two c... (3 pages)View decision -
Decision Reference DRN-5303095
4 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5303095 The complaint Mrs I complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. What happened In 2018, Mrs I first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. She invested a second sum of £14,000 by making a... (7 pages)View decision -
Decision Reference DRN-5058644
4 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5058644 The complaint Mr P has complained that The Prudential Assurance Company Limited completed an Uncrystallised Funds Pension Lump Sum withdrawal from his pension plan when instead he wanted to only take his tax-free lump sum entitlement. Mr P has claimed that he’s suffered a fi... (4 pages)View decision -
Decision Reference DRN-4793930
4 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4793930 The complaint Mrs S complains that Bank of Scotland Plc trading as Halifax (Halifax) won’t refund the money she lost to a scam. Mrs S has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency,... (4 pages)View decision -
Decision Reference DRN-5306761
4 Feb 2025 Zurich Insurance PLC UpheldInsuranceDRN-5306761 The complaint A limited company, “S” complains Zurich Insurance PLC declined a claim it made for storm damage under a commercial buildings insurance policy. Mr S, a director of S, brings the complaint on its behalf with the assistance of a representative. What happened The f... (3 pages)View decision -
Decision Reference DRN-5074500
4 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074500 The complaint Mr O complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr O is being represented by a claims management company but for ease of reading I’ll only refer to Mr O. What happened The detailed background to this complaint is well known to... (3 pages)View decision
