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 370903 results
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Decision Reference DRN-5203418
15 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5203418 The complaint Mr R complains about the time U K Insurance Limited trading as NIG (“NIG”) took to repair his vehicle following an accident. What happened In January 2024, Mr R’s car was damaged in an accident. He made a claim to his insurer, NIG. By May 2024, Mr R’s car still... (4 pages)View decision -
Decision Reference DRN-5457334
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5457334 The complaint Mr A complains that Lloyds Bank PLC carried out a hard search on his credit file when he made an incomplete current account application. What happened On 30 November 2024 Mr A attempted to apply for a current account with Lloyds. There was a technical error wit... (2 pages)View decision -
Decision Reference DRN-5477152
15 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5477152 The complaint Mrs S complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined her claim for storm damage to her roof under her home buildings insurance policy. Mrs S has a representative, Mr S. But I’ll refer to Mrs S in my decision for ease. What... (4 pages)View decision -
Decision Reference DRN-5291899
15 Apr 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5291899 The complaint Mr P complains Everyday Lending Limited trading as Everyday Loans (“EL”) didn’t provide him with a copy of the agreement or clear information about the loan he took out with it. What happened Mr P borrowed from EL over a 60 month term in July 2023 to consolidat... (3 pages)View decision -
Decision Reference DRN-5438310
15 Apr 2025 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5438310 The complaint Mr K seeks to transfer his Defined Benefits Pension (‘DBP’) to a personal pension-based arrangement. He says – he left the employment associated with the DBP around 1996; thereafter, unknown to him and without his consent, his DBP was moved between different pr... (4 pages)View decision -
Decision Reference DRN-5225461
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5225461 The complaint Mr A complains that Lloyds Bank PLC won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. Mr A brings his complaint with the assistance of professional representation, but for readability, in what follows I will re... (4 pages)View decision -
Decision Reference DRN-5485124
15 Apr 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5485124 The complaint Ms W complains about the quality of a car supplied to her by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (8 pages)View decision -
Decision Reference DRN-5398844
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5398844 The complaint Miss A complains Lloyds Bank PLC recorded a marker against her at Cifas (a national fraud database) and closed her account. She doesn’t think it has treated her fairly. What happened A summary of what happened is below. Miss A opened an account in May 2024 with... (3 pages)View decision -
Decision Reference DRN-5462640
15 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5462640 The complaint Mrs C complains Legal and General Assurance Society Limited cancelled a joint life term assurance policy she held with her late husband after receiving notification that the direct debit had been cancelled by her. Mrs C also says Legal and General Assurance Soc... (2 pages)View decision -
Decision Reference DRN-5487617
15 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5487617 The complaint Miss S complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss S says that in October 2023, after responding to a phishing text, she received a call from someone who said they were fro... (4 pages)View decision
