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 4777 results
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Decision Reference DRN6361282
14 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs S’s complaint is about the indemnity provided by Society of Lloyd’s in relation to paying their solicitor’s costs of acting in their legal claim.backgroundI issued a provisional decision on this complaint in November 2014, an extract from which is set out below:“In late 2004 ... (6 pages)View decision -
Decision Reference DRN-4158197
2 Jun 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4158197 The complaint Ms P complains that Lloyds Bank PLC failed to refund the full loss of her funds after being the victim of a scam. What happened What Ms P says Ms P is represented in this complaint and explained that a close family member received a call from a company about share... (12 pages)View decision -
Decision Reference DRN-5435323
21 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5435323 The complaint Mr S is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) car purchase scam. What happened The background to this complaint is well known to both parties. So, I w... (5 pages)View decision -
Decision Reference DRN-3635589
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3635589 The complaint Miss F complains that Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. What happened Miss F has been the victim of two social media investment scams. The first one happened on 26 May 2021 when Miss F received a request to follow a lady wh... (5 pages)View decision -
Decision Reference DRN8727851
9 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMr S has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions and Additions Plus packaged bank accounts in 2002 and 2005.backgroundMr S also complained about the sale of an Additions account that took place in 2001. But we’ve explained that we can’t lo... (5 pages)View decision -
Decision Reference DRN-3346917
16 Mar 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3346917 The complaint Mr and Mrs J are unhappy with the way St Andrew’s Insurance Plc (SAI) handled their claim following an escape of water which damaged much of the lower floor of their home. The buildings and contents insurance was underwritten by SAI and branded under a different c... (5 pages)View decision -
Decision Reference DRN-3723747
28 Sep 2022 The IPS Partnership plc UpheldPensions and AnnuitiesDRN-3723747 The complaint Mr S complains about delays caused to the transfer of his investments held within his Self Invested Personal Pension (SIPP) which he says IPS Partnership plc trading as James Hay Partnership (JH) is partly to blame for. Mr S is being represented. All references to... (5 pages)View decision -
Decision Reference DRN5909900
28 Jun 2013 Clydesdale Financial Services Limited UpheldBanking and creditMr C complains that Clydesdale Financial Services Limited registered a default on his credit file without telling him it was going to, and without advising him that a balance was due. Mr C says this led to him being charged a higher interest rate by another credit provider. backgrou... (5 pages)View decision -
Decision Reference DRN2144630
26 Mar 2019 Santander Consumer (UK) Plc UpheldBanking and creditMr S1, represented by Mr S2, complains that the conditional sale agreement he entered into with Santander Consumer (UK) Plc was not what had been agreed with the dealer and that his previous finance agreement was not settled. Mr S1 also complains that there were faul... (6 pages)View decision -
Decision Reference DRN9107186
5 Nov 2018 HSBC Bank plc UpheldInvestment and pensionsMrs E complains that HSBC Bank Plc (HSBC) gave her misleading information about handling her investments when moving abroad. She also says that HSBC’s customer service has been very poor and it’s failed to answer her questions about her investments.background Mrs E has e... (6 pages)View decision