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 121877 results
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Decision Reference DRN-5299352
31 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5299352 The complaint Mr and Mrs D complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their storm claim for damage to their flat roof and internally within their home. Mr and Mrs D were also unhappy with the delays and poor communication received with... (3 pages)View decision -
Decision Reference DRN-5269572
31 Jan 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5269572 The complaint Mr and Mrs B’s complaint is about the actions HSBC UK Bank Plc took to recover an outstanding mortgage debt. Mr and Mrs B believe HSBC put undue pressure on them, as a result of which they accepted a lower price for the property. Mr and Mrs B are also unhappy a... (4 pages)View decision -
Decision Reference DRN-5170944
31 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5170944 The complaint Mr R and Mrs R are unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled the claim they submitted under their home insurance policy. As Mr R has been leading on this complaint, and for ease, I’ve referred to him throughout. What happened... (4 pages)View decision -
Decision Reference DRN-5125095
31 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5125095 The complaint Mr R complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) unfairly charged him for damage on a vehicle he had returned at the end of a hire agreement. What happened In May 2020 Mr R entered into a four-year hire agreement with MBFS for a commerci... (4 pages)View decision -
Decision Reference DRN-5291424
31 Jan 2025 JN Bank UK Ltd UpheldConsumer CreditDRN-5291424 The complaint Miss C says JN Bank UK Ltd irresponsibly lent to her. What happened Miss C took out a loan for £7,800 over 60 months from JN Bank in March 2022. The monthly repayments were £184.32. Miss C says JN Bank should never have approved the loan as it was unaffordable ... (3 pages)View decision -
Decision Reference DRN-5279077
31 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5279077 The complaint Mr B complains that he couldn't access his National Savings and Investments (NS & I) account for several months so wasn't able to deposit his savings. What happened In April 2024 Mr B set up an account with NS & I to purchase some Premium Bond... (2 pages)View decision -
Decision Reference DRN-5293274
31 Jan 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5293274 The complaint and what happened Mrs W has complained about Ikano Bank AB (publ)’s response to a claim she made under Section 75 (‘s.75) of the Consumer Credit Act 1974 (the ‘CCA’). I’ve included relevant sections of my provisional decision from January 2025, which form part ... (4 pages)View decision -
Decision Reference DRN-5190919
31 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5190919 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Mr K is being represented in this complaint by his daughter, Mrs S, who he has appointed as attorney to act on his behalf. But,... (6 pages)View decision -
Decision Reference DRN-4997567
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997567 The complaint Mr L says Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr L saw an advert online for a cryptocurrency investment firm. He sent funds between March and April 2023 to an account he created with... (7 pages)View decision -
Decision Reference DRN-5245358
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5245358 The complaint Mrs H complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In January 2023, Mrs H saw an advert online featuring a well-known public figure advertising investing in cryptocurrency. She followed a link in t... (10 pages)View decision
