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 369228 results
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Decision Reference DRN-5407605
20 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5407605 The complaint Mrs M complains that Santander UK Plc won’t refund payments she made towards an investment scam. What happened On social media, Mrs M came across a fraudster posing as an investment broker that I’ll refer to as ‘N’. After speaking with N via WhatsApp and on the... (7 pages)View decision -
Decision Reference DRN-4821727
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4821727 The complaint Mr K complains Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both partie... (3 pages)View decision -
Decision Reference DRN-5379378
20 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5379378 The complaint Mr J and Mrs J have complained that Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) provided them with misleading information when they renewed their home insurance policy. As Mr J mainly seemed to deal with the complaint, for ease, I will no... (2 pages)View decision -
Decision Reference DRN-5177377
20 Mar 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5177377 The complaint Mr D complains that Novia Financial Plc (“Novia”) failed to carry out sufficient due diligence when it allowed him to transfer his existing pensions to a Self-Invested Personal Pension (“SIPP”) and invest in several non-standard investm... (16 pages)View decision -
Decision Reference DRN-5214013
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5214013 The complaint Mrs J is unhappy that Lloyds Bank PLC decided not to refund her after she says she was the victim of a scam. What happened Mrs J invested £11,900 in March 2022 into a buy-to-let property investment scheme with S. Mrs Js’ payment with S was to reserve a propert... (5 pages)View decision -
Decision Reference DRN-5413865
20 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5413865 The complaint Mr W complains Volkswagen Financial Services (UK) Limited trading as Seat Financial (VWFS) unfairly terminated his car finance agreement. He also complains they didn’t support him during his time of financial difficulty What happened In May 2021, Mr W entered i... (5 pages)View decision -
Decision Reference DRN-5192835
20 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5192835 The complaint Mr G complains about how Inter Partner Assistance SA (IPA) handled his request for breakdown assistance under his roadside assistance policy. Any references to IPA also include its agents. What happened In June 2024 Mr G was on holiday. When driving his vehicle... (3 pages)View decision -
Decision Reference DRN-5350986
20 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5350986 The complaint Miss A and Mr D complain about delays and other aspects of Liverpool Victoria Insurance Company Limited’s (‘LV’) handling of a claim they made on their car insurance policy. What happened Both parties will be familiar with the background to this complaint, so ... (5 pages)View decision -
Decision Reference DRN-5295307
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5295307 The complaint Miss R complains that Aviva Insurance Limited (“Aviva”) unfairly declined her claim for damage caused to a boundary wall during a storm, under her home buildings insurance policy. What happened On 30 September 2024 Miss R says a section of her garden wall colla... (3 pages)View decision -
Decision Reference DRN-5272017
20 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5272017 The complaint Mr A complains that Legal and General Assurance Society Limited (L&G) couldn’t provide him with information about a life and critical illness insurance policy and about its delays in responding to him. What happened The background to this complaint is well-... (3 pages)View decision
