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 4563 results
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Decision Reference DRN-4008886
17 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4008886 The complaint Mr S and Ms W complain that Lloyds Bank PLC won't refund in full money they lost as a result of a scam. What happened On 15 February 2023, I issued my provisional decision on this complaint. I wanted to give both sides the chance to submit any further evidenc... (7 pages)View decision -
Decision Reference DRN-3015483
6 Sep 2021 Zurich Insurance PLC Not upheldInsuranceDRN-3015483 The complaint Mr H complained that Zurich Insurance plc (Zurich) made a fraud allegation against him following claims for two separate leaks at his home, but it didn’t formally decline his second claim. Mr H’s legal representative brought the complaint, and a Loss Assessor also... (7 pages)View decision -
Decision Reference DRN-3463649
11 Jul 2022 Hartley Pensions Limited UpheldPensions and AnnuitiesDRN-3463649 The complaint Mr N’s complaint against Hartley Pensions Limited is about his Self Invested Personal Pension (SIPP). He has said: He is unhappy that Hartley Pensions is using the previous SIPP provider’s contract when that provider was found to have breached the Financial Servi... (7 pages)View decision -
Decision Reference DRN6574296
12 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr L has complained that National Westminster Bank plc (“NatWest”) mis-sold him a packaged bank account – an Advantage Gold packaged bank account in 2012. background The essence of Mr L’s mis-sale complaint is that he wasn’t aware that he had a packaged bank account ... (3 pages)View decision -
Decision Reference DRN-5574061
21 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574061 The complaint Mrs B complains that Nationwide Building Society won’t refund her for what she says are unauthorised transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key event... (3 pages)View decision -
Decision Reference DRN-2338989
12 Nov 2020 Gefion Insurance A/S Not upheldInsuranceDRN-2338989 The complaint Mr B complains that Gefion Insurance A/S incorrectly settled a third party claim on his car insurance policy, without his knowledge. What happened In June 2019 Mr B contacted Gefion about renewing his car insurance with it. He’d been driving a year and had bought ... (6 pages)View decision -
Decision Reference DRN-4705104
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4705104 The complaint Miss N complains Barclays Bank UK PLC (Barclays) has registered a fraud marker against her on the national fraud database (CIFAS). She would like it to be removed. What happened In September 2022, Barclays received a report from another bank that a payment of almo... (7 pages)View decision -
Decision Reference DRN-5137350
15 Nov 2024 The Equine and Livestock Insurance Company Limited Not upheldInsuranceDRN-5137350 The complaint Mr M has complained that The Equine and Livestock Insurance Company Limited, trading as The Insurance Emporium (‘Emporium’) declined his claim for the theft of a caravan under his caravan insurance policy. For the avoidance of doubt, reference to submissions by... (11 pages)View decision -
Decision Reference DRN-2713590
25 Mar 2021 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-2713590 The complaint Mrs K complains that a car she obtained through a fixed sum loan agreement with Hitachi Capital (UK) Plc was not of satisfactory quality and was misrepresented to her. The complaint is brought on her behalf by her son, who I will call Mr S. What happened The backg... (4 pages)View decision -
Decision Reference DRN8826746
10 Feb 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr A complains that Allianz Insurance Plc mishandled his claim on a motor insurance policy.background Mr A and a third party were involved in an accident. Allianz arranged to repair Mr A’s car. But he complained about delays. He also complained about the quality ... (4 pages)View decision
