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 366874 results
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Decision Reference DRN-5187851
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5187851 The complaint Mrs M complains that Bank of Scotland plc (trading as Halifax) didn’t protect her from an investment scam. Mrs M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened Mrs M’s husba... (5 pages)View decision -
Decision Reference DRN-5226310
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226310 The complaint Mr H complains about Lloyds Bank PLC (Lloyds) when they blocked his account, and the subsequent service they provided. What happened In June 2024, Mr H was having issues with some online transactions which were flagged by the computer systems used by Lloyds. T... (3 pages)View decision -
Decision Reference DRN-5276670
28 Jan 2025 Western Provident Association Limited Not upheldInsuranceDRN-5276670 The complaint Mr and Mrs M are unhappy that Western Provident Association Limited (WPA) have declined a claim they made on a group private medical insurance policy. What happened Mr M is a member of his employer’s group income protection policy. The policy covers Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5171384
28 Jan 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5171384 The complaint Mr J complains Capquest Debt Recovery Limited have contacted him to repay a debt which isn’t his. What happened Mr J received a letter from Capquest dated 3 August 2023 talking about an outstanding debt. Sadly, Mr J has been dealing with these issues since 200... (2 pages)View decision -
Decision Reference DRN-5252506
28 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5252506 The complaint Mr and Mrs G have complained that esure Insurance Limited unfairly declined an accidental damage claim under their home insurance policy. What happened Mr G contacted esure to check whether they would be covered under their home insurance policy while loft con... (2 pages)View decision -
Decision Reference DRN-5236462
28 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5236462 The complaint Mr C complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He says his vehicle wasn’t repaired properly, leading to the vehicle engine failing when return... (5 pages)View decision -
Decision Reference DRN-5020660
28 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5020660 The complaint Mr R is unhappy with the service he received from AWP P&C S.A. when he needed emergency assistance abroad. What happened Mr R became unwell whilst abroad with symptoms of vomiting and diarrhoea. He’s unhappy with the level of support and assistance he recei... (2 pages)View decision -
Decision Reference DRN-5290802
28 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5290802 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money failed to close his credit card account when he asked them to. Mr H is also unhappy with their reply to a Subject Access Request (SAR) he made. What happened In September 2023 Mr H says he called Virgi... (4 pages)View decision -
Decision Reference DRN-5241799
28 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5241799 The complaint Miss V complains that Lloyds Bank PLC failed to give her clear and timely information about taking out a new interest rate product for her mortgage. The mortgage went onto Lloyds’ variable rate. Miss V re-mortgaged, incurring costs in doing so. Miss V asks that... (4 pages)View decision -
Decision Reference DRN-5245348
28 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5245348 The complaint Mrs B and Mrs W have complained about the way Arthur J. Gallagher Insurance Brokers Limited (AJG) administered their residential property owners insurance policy. What happened Mrs B and Mrs W took out via AJG a property owners policy that covered four propert... (2 pages)View decision
