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 368546 results
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Decision Reference DRN-4864636
18 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4864636 The complaint Mr F complains that Barclays Bank UK PLC won’t refund the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in s... (3 pages)View decision -
Decision Reference DRN-5277383
18 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5277383 The complaint Mr S is unhappy that Legal and General Assurance Society Limited (L&G) declined his income protection claim. What happened Mr S had a group income protection policy with his employer. The policy provides a benefit in certain circumstances after a deferred p... (3 pages)View decision -
Decision Reference DRN-5339429
18 Feb 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5339429 The complaint Mr L complains that Alwyn Insurance Company Limited (Alwyn) voided his motor insurance policy and didn’t pay his claim. What happened Mr L held a motor insurance policy with Alwyn. He contacted them in October 2024 to report a claim after being involved in a r... (4 pages)View decision -
Decision Reference DRN-5339482
18 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5339482 The complaint Miss B is complaining about Starling Bank Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, on 10 June 2024, Miss B fell victim to a cruel scam. She received a number of emails earlier in the day from various websit... (4 pages)View decision -
Decision Reference DRN-5336549
18 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5336549 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisio... (5 pages)View decision -
Decision Reference DRN-5337449
18 Feb 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5337449 The complaint Mr A complains that ClearBank Limited won’t refund the money he lost to a scam. Mr A holds a sole trader business bank account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent business here. For the most part, I’ve ... (4 pages)View decision -
Decision Reference DRN-5147184
18 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5147184 The complaint Mr P is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel investment scam. He says he responded to an online advert offerin... (6 pages)View decision -
Decision Reference DRN-5202937
18 Feb 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5202937 The complaint Mr L complains about Red Sands Insurance Company (Europe) Limited (“RSI”) and the way they have handled the claim he made on his warranty insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to... (3 pages)View decision -
Decision Reference DRN-5299653
18 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5299653 The complaint Mr P has complained about the amount Liverpool Victoria Insurance Company Limited (“LV”) offered for a claim he made under his contents insurance policy. Reference to LV includes its agents and representatives. What happened The circumstances aren’t in disput... (3 pages)View decision -
Decision Reference DRN-5281496
18 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5281496 The complaint A company, which I’ll refer to as M complains that Lloyds Bank PLC won’t reimburse it after it lost money to an investment – that it now considers to have been a scam – whereby it sent money to an account held at Lloyds. Miss O, who is the director of M, brings... (3 pages)View decision
