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 120327 results
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Decision Reference DRN-3410654
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3410654 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost as a result of a scam. The account used to facilitate the payments is held, jointly, in Mr and Mrs S’s name but the scam only involved Mr S, so I will refer to him throughout un... (13 pages)View decision -
Decision Reference DRN-3493142
9 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3493142 The complaint Mr N is unhappy with the service he received from HSBC UK Bank Plc surrounding an application for a Bounce Bank Loan (“BBL”) What happened In August 2020, Mr N applied to HSBC for a BBL on behalf of his limited company, which I’ll refer to as ‘Z’. Mr N didn’t rece... (3 pages)View decision -
Decision Reference DRN-3444461
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3444461 The complaint Mr C is a sole trader. He complains that Lloyds Bank Plc treated him unfairly when it declined his application for a Bounce Back Loan. What happened Mr C held a personal account with Lloyds, which he had also been using for business transactions. In March 2021, Mr... (3 pages)View decision -
Decision Reference DRN-3636025
9 Aug 2022 Darwin Financial Management Ltd UpheldPensions and AnnuitiesDRN-3636025 The complaint Mr B says Darwin Financial Management Ltd (‘Darwin’) did not provide him with the advisory service for his Self-Invested Personal Pension (‘SIPP’) that he paid for and was entitled to. The service began in 2007 and in 2020 he transferred his SIPP to another firm. ... (5 pages)View decision -
Decision Reference DRN-3630899
9 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3630899 The complaint Mr P complains about the service he received from Barclays Bank UK PLC during the re- mortgage process on his buy-to-let properties. He says this impacted his decision to sell one of his properties. As a result he wants Barclays to waive the early repayment charge... (3 pages)View decision -
Decision Reference DRN-3638790
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3638790 The complaint Miss M complains about the service she’s received from Lloyds Bank Plc regarding her current account. Specifically, she’s upset about the way it spoke to her when she had told it about her additional needs. What happened Miss M has a current account with Lloyds. S... (4 pages)View decision -
Decision Reference DRN-3637882
9 Aug 2022 Vitality Life Limited UpheldInvestmentsDRN-3637882 The complaint Mrs M has complained through her representative, Mr M, about the way Vitality Life Limited handled her serious illness claim under her life and serious illness plan with them. She’s also complained that Vitality have paid less on the claim than she was expecting. ... (5 pages)View decision -
Decision Reference DRN-3465041
9 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3465041 The complaint Mr and Mrs D complain about Royal & Sun Alliance Insurance (RSA)’s handling of their buildings insurance. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-3638410
9 Aug 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3638410 The complaint Mr and Mrs R are unhappy AA Underwriting Insurance Company Limited (AA Insurance) has declined a storm damage claim made under their home insurance policy. What happened In November 2021, during bad weather, Mr and Mrs R awoke to find their garden wall had collaps... (3 pages)View decision -
Decision Reference DRN-3490275
9 Aug 2022 Progressive Money Limited UpheldConsumer CreditDRN-3490275 The complaint Miss N complains that Progressive Money Limited (PML), lent to her irresponsibly. What happened Using information from PML then it seems that Miss N was approved for a loan which commenced 7 December 2017. It was for £3,900 of which £2,481 was used to pay off anot... (7 pages)View decision
