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-4715230
28 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4715230 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost to an investment scam. What happened Around January 2018, Mr M was searching online for opportunities to increase his income and came across a company I’ll call ‘T’. Mr M saw that T offered investme... (5 pages)View decision -
Decision Reference DRN-4858106
18 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4858106 The complaint Mr H complains that Lloyds Bank PLC won’t reimburse him after he fell victim to a scam. He also complains that following the scam, Lloyds closed his account. What happened I issued a provisional decision on this case on 3 June 2024. I’ve copied the content of that... (5 pages)View decision -
Decision Reference DRN6145371
15 Dec 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B has complained about Royal & Sun Alliance Insurance Plc’s (RSA) service after she claimed on her motor insurance policy.In bringing this complaint Mrs B’s been represented by her daughter, but for ease I’ll refer to her comments as being those of Mrs B.back... (4 pages)View decision -
Decision Reference DRN-4686798
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4686798 The complaint Mr A has complained about his motor insurer AXA Insurance UK Plc because it accepted and settled a claim against him from another driver without questioning it or telling him. With the claim also having affected his premium at renewal. What happened Mr A, reversin... (5 pages)View decision -
Decision Reference DRN-5352502
21 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5352502 The complaint Mrs A complains that Ageas Insurance Limited (Ageas) voided her motor insurance policy and didn’t pay her claim. What happened Mrs A took out a motor insurance policy with Ageas in July 2023. She declared she was the main user and added her daughter and son-in... (5 pages)View decision -
Decision Reference DRN-4840225
24 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4840225 The complaint Mr and Mrs M complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Shawbrook Bank Limited. Mr and Mrs M have been represented in bringing this complaint by a claims management business, so any reference t... (5 pages)View decision -
Decision Reference DRN-4268506
28 Jul 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4268506 The complaint Mr L complains that Helvetia Global Solutions Limited (“Helvetia”) is responsible for mishandling his claim on a breakdown insurance policy. What happened Mr L was living in the UK with his partner who was working for a ferry company that gave its staff free cross... (6 pages)View decision -
Decision Reference DRN-5601604
4 Jun 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5601604 The complaint Mr B complains about the quality of a car Bank of Scotland plc trading as Halifax supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I... (5 pages)View decision -
Decision Reference DRN-5291943
28 Jan 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5291943 The complaint L has complained about Zurich Insurance Company Ltd’s decision to refuse a claim for a van belonging to it under a policy taken out by Miss B in her own name. L is a limited company represented by Miss B, who is a director. What happened As both parties know ... (4 pages)View decision -
Decision Reference DRN-3801711
11 Nov 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3801711 The complaint Mr O complains that Embark Investment Services Limited (“Embark”) failed to transfer his pension and ISA savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in September 2022. In that decision I explained... (5 pages)View decision
