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 369228 results
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Decision Reference DRN-5352629
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352629 Complaint Miss L and Mr L have complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to their current account. Miss L and Mr L are being represented, by the (“representative”), in their complaint. The representative has said the charges ... (6 pages)View decision -
Decision Reference DRN-5122349
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5122349 The complaint Mr L has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened Mr L was looking for work, and was contacted by scammers posing as recruiters. They referred him to a fake employer who offered him... (2 pages)View decision -
Decision Reference DRN-5352544
24 Feb 2025 Vitality Life Limited Not upheldInsuranceDRN-5352544 The complaint Mr B complained about Vitality Life Limited (Vitality). He said he was not happy when it revised its quote, after he requested an extension to his term assurance policy. He said he would like Vitality to honour the first quote that it made to him and amend his ... (3 pages)View decision -
Decision Reference DRN-5256718
24 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5256718 The complaint Mr B and Miss K complain about what happened when they asked Bank of Scotland plc trading as Halifax to port their existing mortgage to a new property. The valuation for the new property was much lower than they expected, and they thought the valuer had got it ... (4 pages)View decision -
Decision Reference DRN-5293417
24 Feb 2025 Esure Services Limited Not upheldInsuranceDRN-5293417 The complaint Mr and Mrs M complain about the renewal price Esure Services Limited (‘esure’) offered for their buildings insurance policy. What happened The background to this complaint is well known to Mr and Mrs M and esure. Rather than repeat in this decision what’s alrea... (4 pages)View decision -
Decision Reference DRN-5303666
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5303666 The complaint Mr V complains about the actions of HSBC UK Bank Plc when he lost money to a scam. Mr V is being represented by a claims management company but for ease I’ll only refer to Mr V in my decision. What happened The detailed background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-5303660
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5303660 The complaint Mr V and Mrs V complain about the actions of Barclays Bank UK PLC when they lost money to a scam. Mr V and Mrs V are being represented by a claims management company but for ease I’ll only refer to Mr V in my decision. What happened The detailed background to... (3 pages)View decision -
Decision Reference DRN-5350892
24 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5350892 The complaint Mrs G complains about Ageas Insurance Limited’s handling of a home insurance claim. Ageas has been represented on the claim by its agents, including its contractors. For simplicity, at points, I’ve referred to the actions of Ageas’ agents as being its own. What... (9 pages)View decision -
Decision Reference DRN-5293315
24 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5293315 The complaint Miss E complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator. So, I’ll only p... (3 pages)View decision -
Decision Reference DRN-5279819
24 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5279819 The complaint Mr S complains about Liverpool Victoria Insurance Company Limited (LV) declining to provide a quote for motor insurance. Any reference to LV in this decision includes their agents. What happened In July 2024 Mr S contacted LV online to obtain quotes for motor ... (3 pages)View decision
