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 364766 results
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Decision Reference DRN-5128369
7 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5128369 The complaint Mr F complains that Zopa Bank Limited is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which was endorsed by a well-known celebrity. The advert suggest... (4 pages)View decision -
Decision Reference DRN-5007809
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5007809 The complaint Mrs K complains about Santander UK Plc. She says that Santander didn’t do enough to protect her when she was the victim of a scam and would like it to refund her the money she has lost. What happened Mrs K had been looking for remote job opportunities online wh... (5 pages)View decision -
Decision Reference DRN-5219993
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5219993 The complaint Mrs K is a director of the limited company T. This complaint is about what happened when Mrs K visited a branch of Lloyds Bank PLC to check on T’s business banking application. What happened Before I set out the details of this issue, I’d like to clarify that I... (3 pages)View decision -
Decision Reference DRN-5242363
7 Feb 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5242363 The complaint Mr K has complained that his gadget insurer, Amtrust Europe Limited (‘Amtrust’), declined a claim he made on his policy after his mobile phone stopped working. Amtrust is the underwriter of this policy i.e., the insurer. During the claim Mr K also dealt with o... (3 pages)View decision -
Decision Reference DRN-5315173
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315173 The complaint Mr N has complained about his property insurer, Ageas Insurance Limited because it declined his claim for external damage caused by storm. What happened In late January 2024 Mr N found his TV aerial was damaged and water was coming in through a flat dormer roo... (5 pages)View decision -
Decision Reference DRN-5306552
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306552 The complaint A company, which I will refer to as W, complains that Barclays Bank UK Plc closed its bank account without giving any notice. What happened W’s representatives told us: On 28 November 2023, Barclays closed W’s account without notice. The sudden and unexpect... (6 pages)View decision -
Decision Reference DRN-5275485
7 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5275485 The complaint Mrs L is unhappy with the service provided by Lloyds Bank General Insurance Limited (Lloyds) following a claim made under the contents section of her home insurance policy. Lloyds is the underwriter of this policy. Part of this complaint concerns the actions o... (4 pages)View decision -
Decision Reference DRN-5314539
7 Feb 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5314539 The complaint Miss S says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank (CCB), failed to carry proportionate affordability checks before it lent to her. What happened Miss S took out a personal loan through a credit immediately from CCB fo... (5 pages)View decision -
Decision Reference DRN-5038683
7 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5038683 The complaint Mrs C is unhappy with how Royal & Sun Alliance Insurance Limited (RSA) has handled a claim for subsidence made under her building insurance policy. Any references to RSA include their agents. Mrs C is represented by her son, Mr C. What happened In early 2... (3 pages)View decision -
Decision Reference DRN-5214167
7 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5214167 The complaint Mr H complains that Scottish Widows Ltd (“SW”) refused to refund contributions he’d made to his employer pension, after he’d ceased working for that employer. What happened Mr H began working for his employer in around October 2023. This employer operated a Gro... (3 pages)View decision
