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 366350 results
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Decision Reference DRN-5188998
23 Jan 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5188998 The complaint Mrs W complains that Barclays Bank UK PLC mis-sold her an income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’... (2 pages)View decision -
Decision Reference DRN-5282926
23 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5282926 The complaint Mr and Mrs K are unhappy that Santander UK Plc have refused to reimburse them for transactions they didn’t make. What happened In February 2024, Mr K’s wallet was stolen during a bus journey which held Mrs K’s Santander bank card for their joint account. Short... (3 pages)View decision -
Decision Reference DRN-5173544
23 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5173544 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they fell victim to a scam. What happened With Mr S having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs S made a further inves... (7 pages)View decision -
Decision Reference DRN-5213610
23 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213610 The complaint Mr M, who is represented by a third party, complains that Moneybarn No.1 Limited, trading as Moneybarn (‘Moneybarn’) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2016, Mr M acquired a used car fin... (4 pages)View decision -
Decision Reference DRN-5013812
23 Jan 2025 City Asset Management Plc Not upheldPensions and AnnuitiesDRN-5013812 The complaint Mr B has complained that City Asset Management Plc (CAM) didn’t properly disclose the level of fees applicable to his Self Invested Personal Pension (SIPP) and that, as a result of those fees, his SIPP has a lower value than it should. What happened In August 2... (4 pages)View decision -
Decision Reference DRN-5282992
23 Jan 2025 AWP Assistance UK Ltd UpheldInsuranceDRN-5282992 The complaint Mr R complains that AWP Assistance UK Ltd (“AWP Assistance”) mishandled his claim on a mobile phone insurance policy. What happened From 30 October 2021, Mr R took out a policy for the period of two years, expiring on 30 October 2023. The policy was branded wi... (3 pages)View decision -
Decision Reference DRN-5222731
23 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5222731 The complaint Ms A has complained about her let property insurer AXA Insurance UK Plc because it declined her claim made when a fire destroyed the roof of her property. What happened Ms A owned a property and let it to tenants. In April 2024 she was contacted by police who ... (3 pages)View decision -
Decision Reference DRN-5188137
23 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5188137 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr S made further investments... (7 pages)View decision -
Decision Reference DRN-4699477
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4699477 The complaint Mr H is unhappy that HSBC UK Bank Plc won’t refund money he lost as a result of a scam. What happened Mr H was the victim of a job scam by a fraudulent company that I’ll refer to as ‘S’. He was told he’d earn commission for completing tasks – and he’d be able t... (3 pages)View decision -
Decision Reference DRN-4944906
23 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4944906 The complaint Mr A, via a representative, complains that Lloyds Bank PLC (“Lloyds”) have failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I w... (3 pages)View decision
