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 122183 results
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Decision Reference DRN-4979234
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4979234 The complaint Ms G is unhappy after she fell victim to an investment scam and Santander UK Plc has decided not to refund her. What happened Ms G found an investment opportunity online and was called by a financial consultant. She was persuaded to invest with S, which was of... (5 pages)View decision -
Decision Reference DRN-5179790
4 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5179790 The complaint Mr S complains about Society of Lloyd’s (“Lloyd’s”) delay in handling his claim under his motor insurance policy. Lloyd’s are the insurers of Mr S’s policy. Part of this complaint concerns the actions of an agent. So any reference to Lloyd’s includes the actio... (5 pages)View decision -
Decision Reference DRN-5076684
4 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5076684 The complaint Mrs M complained that Black Horse Limited (‘Black Horse’), irresponsibly granted her a finance agreement she couldn’t afford to repay. What happened In January 2022 Mrs M acquired a caravan holiday home, financed in part by a hire purchase agreement from Black... (5 pages)View decision -
Decision Reference DRN-5300292
4 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5300292 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr M was recommended by... (44 pages)View decision -
Decision Reference DRN-5305944
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5305944 The complaint Mr S is unhappy with several aspects of the service he’s received from Santander UK Plc. What happened In July and August 2024, Mr S raised several complaints with Santander regarding the service he’d received from them. Santander issued responses to Mr S’s com... (6 pages)View decision -
Decision Reference DRN-5178966
4 Feb 2025 Yorkshire Building Society UpheldMortgagesDRN-5178966 The complaint Mr and Mrs P are unhappy that they lost the offset facility on their mortgage when they completed a product transfer online with Yorkshire Building Society. They don’t believe the process was clear. They also complain that Yorkshire failed to pay interest for a... (4 pages)View decision -
Decision Reference DRN-5284858
4 Feb 2025 BUPA Insurance Limited UpheldInsuranceDRN-5284858 The complaint Mr H complains that BUPA Insurance Limited declined his claim against his private medical insurance policy. He also complains about the service he received when making his claim. What happened In summary, Mr H has been a member of BUPA for many years. His memb... (3 pages)View decision -
Decision Reference DRN-5087427
4 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5087427 The complaint H, a limited company, complains that HSBC UK Bank Plc has declined to refund disputed transactions that it says were carried out by an unauthorised individual. What happened H is represented by its director, Mr P. In November 2023, Mr P says his office was brok... (3 pages)View decision -
Decision Reference DRN-5303095
4 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5303095 The complaint Mrs I complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. What happened In 2018, Mrs I first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. She invested a second sum of £14,000 by making a... (7 pages)View decision -
Decision Reference DRN-5306761
4 Feb 2025 Zurich Insurance PLC UpheldInsuranceDRN-5306761 The complaint A limited company, “S” complains Zurich Insurance PLC declined a claim it made for storm damage under a commercial buildings insurance policy. Mr S, a director of S, brings the complaint on its behalf with the assistance of a representative. What happened The f... (3 pages)View decision
