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 381196 results
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Decision Reference DRN-5022404
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5022404 The complaint Mr J complains about Lloyds Bank PLC. He says that it failed to protect him from a scam and would like it to refund him the money he has lost. Mr J’s complaint has been referred to this service by a professional representative, but for the sake of readability, ... (3 pages)View decision -
Decision Reference DRN-5649718
24 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5649718 The complaint Mr A complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘Homecare’ boiler insurance policy. Much of Mr A’s unhappiness is with the actions of British Gas’ appointed agents. As British Gas have accepted respon... (3 pages)View decision -
Decision Reference DRN-5405318
24 Jul 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5405318 The complaint Mr G complains about the advice he received from Origen Financial Services Limited (“Origen”) in connection with defined-benefit (“DB”) occupational pension scheme. Mr G says he was advised not to transfer to a personal pension arrangement and believes he has l... (4 pages)View decision -
Decision Reference DRN-5713689
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5713689 The complaint Mr P and Mrs P complain that Lloyds Bank PLC (Lloyds) didn’t do enough to protect them from the financial harm caused by a purchase scam. Mr P and Mrs P have been represented by solicitors throughout their complaint. I have referred to this firm as Mr P and Mr... (6 pages)View decision -
Decision Reference DRN-5161646
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5161646 The complaint Mrs B complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “C” complains on behalf of Mrs B. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (10 pages)View decision -
Decision Reference DRN-5187165
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5187165 The complaint Ms C complains that National Westminster Bank Plc didn’t do enough to prevent her losing money to what she says was a scam. Ms C has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Ms C herself, where I also mea... (6 pages)View decision -
Decision Reference DRN-5587380
24 Jul 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5587380 The complaint Mrs B complains that Automobile Association Insurance Services Limited (AA) allowed her motor insurance policy to be cancelled online. What happened Mrs B held a motor insurance policy arranged by AA. The policy was set up by a representative (rep) she asked to... (3 pages)View decision -
Decision Reference DRN-4916107
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4916107 The complaint Mr H is unhappy that Barclays Bank UK PLC won’t reimburse him money he says he lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around February 2024, Mr H was looki... (3 pages)View decision -
Decision Reference DRN-5588300
24 Jul 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5588300 The complaint Mr W complained about end of contract charges for a car supplied on finance by LeasePlan UK Limited. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to summarise, LeasePlan sup... (4 pages)View decision -
Decision Reference DRN-5606817
24 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5606817 The complaint Mr J has complained about his property insurer Royal & Sun Alliance Insurance Limited regarding a subsidence claim. The claim was initially made to it in 2016 but the focus of this complaint is the claim activity and RSA’s handling of it from April 2022 to ... (4 pages)View decision
