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-5304833
5 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5304833 The complaint Mr S complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined his claim when the boundary wall to his garden collapsed during heavy rainfall. Lloyds were providing a home insurance policy. What happened Mr S made a claim to Lloyds foll... (2 pages)View decision -
Decision Reference DRN-5243474
5 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5243474 The complaint Mr G complains that Aviva Insurance Limited repeatedly and incorrectly told him that the premiums charged for his motor insurance policy were correct. He thought Aviva hadn’t responded to his complaint. What happened Mr G said he called Aviva several times to ... (2 pages)View decision -
Decision Reference DRN-5059209
5 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5059209 The complaint Mr S complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he was the victim of a scam. What happened In November 2017, Mr S saw an advert online about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – referred ... (8 pages)View decision -
Decision Reference DRN-4994913
5 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4994913 The complaint Mr S and Mr S complain that Barclays Bank UK PLC did not refund a series of payments they say they lost to a scam. As Mr S is the main complainant and recipient of the funds in the Barclays Bank UK PLC account, I will mostly refer to him throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5266074
5 Feb 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5266074 The complaint Mr S has complained about his motor warranty provider, Motors Insurance Company Limited. He tried to claim for damaged paintwork – but it wouldn’t progress a claim because, it said, paintwork was not covered by the policy. What happened Mr S has a problem with... (2 pages)View decision -
Decision Reference DRN-5141176
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141176 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr B says that he was browsing on social media and found a celebrity endorsed advert for an investment platform I’ll refer to as F in thi... (5 pages)View decision -
Decision Reference DRN-4919174
5 Feb 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-4919174 The complaint Miss A complains that Lloyds Bank PLC has not refunded a series of transactions she says she lost to a scam. What happened Miss A met an individual on social media I will refer to as ‘X’ who befriended her. He initially said he could help her recover a debt fro... (5 pages)View decision -
Decision Reference DRN-5275678
5 Feb 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5275678 The complaint Mrs J is unhappy that The Royal Bank of Scotland (“RBS”) won’t allow her to consolidate three existing loans she has with it into one new one. What happened Mrs J’s complaint was considered by one of our investigators who came to the view that it shouldn’t be u... (1 page)View decision -
Decision Reference DRN-5272851
5 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5272851 The complaint Mr F complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr F is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr F himself. What happe... (5 pages)View decision -
Decision Reference DRN-5261085
5 Feb 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5261085 The complaint Ms S has complained about her previous car insurer Marshmallow Insurance Limited (MM) because it won’t refund her 50% of her premium for the policy year 2022/2023 when she was insured with another insurer. What happened Ms S had cover with MM in 2021. She did ... (2 pages)View decision
