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 381082 results
-
Decision Reference DRN-5460025
25 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5460025 The complaint Mrs H complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim she made under a group income protection policy. What happened Mrs H is a member of her employer’s income protection policy, underwritten by L&G. ... (4 pages)View decision -
Decision Reference DRN-5599129
25 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5599129 The complaint Ms G complains that she has been unable to stop the ongoing advice service and related charges for her investment fund with St. James Place Wealth Management Plc trading as St. Jame’s Place (SJP) and about the way she has been treated by them. What happened Ms... (2 pages)View decision -
Decision Reference DRN-5672363
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5672363 The complaint Mr E complains that NewDay Ltd sent letters regarding his account to an address he never lived at resulting in the account being defaulted and terminated. What happened Mr E held a credit card account with NewDay. In 2020 Mr E experienced financial difficulties... (3 pages)View decision -
Decision Reference DRN-5383365
25 Jul 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5383365 The complaint Mr G complains about the quality of a car supplied to him through a hire purchase agreement with Lloyds Bank PLC (“Lloyds”). What happened Mr G acquired a car through a hire purchase agreement over a term of four years in February 2022. The car was around one y... (5 pages)View decision -
Decision Reference DRN-5715465
25 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5715465 The complaint Mr P complains Barclays Bank UK PLC trading as Barclaycard didn’t handle his section 75 / chargeback claim fairly and repeatedly failed to make reasonable adjustments. What happened Mr P has an account with Barclaycard and has been a customer for many years. Mr... (4 pages)View decision -
Decision Reference DRN-5446097
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5446097 The complaint N, a limited company, complains that Starling Bank Limited won’t refund the money it lost as the result of a scam. N has been represented in the complaint by one of its directors, Mr B. What happened In August 2023 Mr B received a call on his landline from some... (4 pages)View decision -
Decision Reference DRN-5619462
25 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5619462 The complaint Mr G is unhappy with the way Vanquis Bank Limited dealt with a dispute he raised for a payment he made using his credit card. What happened Mr G bought a screen protector from a shop I’ll call S in January 2025. He said he was meant to pay £10 for it. He said ... (3 pages)View decision -
Decision Reference DRN-5537988
25 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5537988 The complaint Mr G has complained Bank of Scotland plc trading as Halifax won’t refund several payments he says he made and 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. In summary, Mr G sa... (4 pages)View decision -
Decision Reference DRN-5703563
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703563 The complaint Miss S complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when it blocked a payment she wanted to make and froze her account until she went to a branch to complete identification checks. What happened On 10 Apr... (3 pages)View decision -
Decision Reference DRN-5708815
25 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5708815 The complaint Mr L’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined his critical illness claim following his diagnosis with a stroke. Mr L instructed a claims management company (CMC) to assist him in his complaint. Comments and sub... (3 pages)View decision
