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 364862 results
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Decision Reference DRN-5261595
5 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5261595 The complaint Mr O complains about Advantage Insurance Company Limited’s decision to decline his claim and cancel his car insurance policy. What happened Mr O had a car insurance policy with Advantage. In December 2023, he was involved in an accident with a third-party and h... (3 pages)View decision -
Decision Reference DRN-5305145
5 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5305145 The complaint Miss W complains that Lloyds Bank PLC (‘Lloyds’) won’t refund money she paid a builder, who hasn’t completed the agreed work. What happened In March 2023, Miss W wanted a builder to fit a new bathroom, windows and doors. She decided to use a builder (who I’ll ... (7 pages)View decision -
Decision Reference DRN-5000092
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5000092 The complaint Ms K complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms K is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (9 pages)View decision -
Decision Reference DRN-5308861
5 Feb 2025 Project Solar UK Ltd UpheldConsumer CreditDRN-5308861 The complaint Mr Y has complained that Project Solar UK Ltd misled him about the financial benefits he could expect from a solar panel system it sold to him. What happened In November 2023 Mr Y bought a solar panel system (“the system”) from Project Solar using a 126-month ... (3 pages)View decision -
Decision Reference DRN-5307623
5 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5307623 The complaint Mrs W is unhappy that Legal and General Assurance Society Limited (L&G) cancelled her income protection insurance policy and declined a claim made on it. Mrs W is also unhappy that L&G said it would either reduce the benefit on her life and critical il... (3 pages)View decision -
Decision Reference DRN-5233605
5 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5233605 The complaint Ms D complains that Santander UK Plc didn’t protect her from an investment scam. Ms D is being supported in making her complaint by a representative. But for ease, I’ll only refer to Ms D in this decision. What happened Ms D says that Mr R – who she says was an... (5 pages)View decision -
Decision Reference DRN-4926567
5 Feb 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4926567 The complaint Mr C is unhappy that Liverpool Victoria Financial Services Limited trading as LV= (LV) has declined his claim on his income protection policy due to misrepresentation. What happened In September 2020, Mr C took out a ‘Flexible Protection Plan’. In the event of ... (3 pages)View decision -
Decision Reference DRN-5146148
5 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5146148 The complaint Mr S complains about issues experienced with Experian Limited when trying to access his credit report online. What happened In July 2024 Mr S requested a copy of his credit report from Experian. As part of this process, Experian needed to send Mr S a confirmat... (2 pages)View decision -
Decision Reference DRN-5221771
5 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5221771 The complaint Mr and Mrs W are unhappy that Legal and General Assurance Society Limited (‘L&G’) said it would change the terms of their joint life insurance policy (‘the policy’), given that Mrs W made a misrepresentation when applying for the policy (at the same time as... (3 pages)View decision -
Decision Reference DRN-5310186
5 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5310186 The complaint Mr B complains that HSBC Bank Plc (trading as First Direct) blocked the funds in his account, preventing him from completing the purchase of a property. Mr B has appointed two attorneys – his daughters - to manage his affairs and they have brought this complai... (5 pages)View decision
