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 652 results
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Decision Reference DRN-3821946
5 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3821946 The complaint Mr F and Mrs B complain that Shawbrook Bank Limited won’t refund to them the money that they paid for some holiday club membership points rights. They’re being represented in this complaint by a claims management company. What happened Mr F and Mrs B had bought 7,... (6 pages)View decision -
Decision Reference DRN-5142463
18 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5142463 The complaint Mr T complains that Lloyds Bank PLC (‘Lloyds’) didn’t protect him when he says he was a victim of an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-3718570
20 Jul 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3718570 The complaint Mrs A complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a cla... (6 pages)View decision -
Decision Reference DRN-3792504
8 Nov 2023 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3792504 The complaint Mr F complains that Mitsubishi HC Capital UK plc, trading as Hitachi Capital, won’t refund to him the money that he paid for some holiday club membership points. His wife is also involved in his complaint and he’s being represented by a claims management company. ... (7 pages)View decision -
Decision Reference DRN-2539880
7 May 2021 Aviva Health UK Limited UpheldInsuranceDRN-2539880 The complaint Mr D complains that Aviva Health UK Limited has unfairly classified his condition as chronic. What happened Both parties are aware of the background to this complaint, so I have only provided a brief summary of what happened below. Mr D had access to group private... (4 pages)View decision -
Decision Reference DRN-3575566
14 Jul 2022 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-3575566 The complaint Mr P has complained to Hub Financial Solutions Limited that it caused delays in the application process for buying an annuity and that he has suffered financial loss as a result. What happened Mr P’s employer offered him an enhanced cash equivalent transfer value ... (6 pages)View decision -
Decision Reference DRN-2359186
1 Feb 2021 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-2359186 The complaint Mr and Mrs R seek to recover about £46,000 from Al Rayan Bank PLC, which was stolen from their bank account in 2019 as a result of an invoice interception scam. What happened In October 2019, Mr R was looking to buy a property. Following email correspondence with... (6 pages)View decision -
Decision Reference DRN-3542292
1 Nov 2023 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3542292 The complaint Miss P complains that Mitsubishi HC Capital UK plc, trading as Hitachi Capital, won’t refund to her the money that she paid for some holiday club membership point rights. Her partner is also involved in her complaint and she’s being represented by a claims managem... (6 pages)View decision -
Decision Reference DRN-3902750
7 Mar 2023 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3902750 The complaint Ms C with the assistance of her representative, complains that Liverpool Victoria Insurance Company Limited (LV), has treated her unfairly when considering a claim made on her buildings insurance policy. What happened The background to this complaint is well known... (5 pages)View decision -
Decision Reference DRN-5822437
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5822437 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of a crypto investment scam. Mr S is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll on... (6 pages)View decision