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 369227 results
-
Decision Reference DRN-5269140
21 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5269140 The complaint Mr and Mrs P have complained that Aviva Insurance Limited hasn’t fully settled a claim they made on a travel insurance policy associated with a bank account. As it is Mrs P leading on the complaint, I will mostly just be referring to her in this decision. Wha... (3 pages)View decision -
Decision Reference DRN-5347564
21 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5347564 The complaint Ms S complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim made on her home insurance policy. What happened The details of this complaint are well-known to both parties, and the Investigator summarised the matter in her... (5 pages)View decision -
Decision Reference DRN-5342000
21 Feb 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5342000 The complaint Ms S complains that eToro (UK) Ltd allowed her to open trades on its platform with higher amounts of leverage than she realised or wanted. She says this exposed her to risk she didn’t want to take, and caused her to suffer larger losses than she otherwise would... (3 pages)View decision -
Decision Reference DRN-4881783
21 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4881783 Complaint Mr K says that Zopa Bank Limited unfairly refused to reinstate his hire-purchase agreement after it terminated it because of the arrears that had accrued. Background In May 2021, Zopa provided Mr K with finance for a used car. The cash price of the vehicle was £10... (3 pages)View decision -
Decision Reference DRN-5013209
21 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5013209 The complaint Mrs N has complained Telefonica UK Limited, trading as O2, took time to sort out the cancellation of her credit agreement and then delayed refunding her. What happened In January 2024 Mrs N decided to renew her credit agreement for a handset with O2. Practicall... (2 pages)View decision -
Decision Reference DRN-5011743
21 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5011743 The complaint Miss S is unhappy that HSBC UK Bank Plc trading as first direct bank (“HSBC”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social... (5 pages)View decision -
Decision Reference DRN-5203660
21 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5203660 The complaint Mr B has complained Nationwide Building Society allowed a current account, two personal loans and a credit card to be opened in his name without his consent. What happened Mr B applied for a mortgage in 2024 and found that his credit record limited him in doing... (3 pages)View decision -
Decision Reference DRN-4951348
21 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4951348 The complaint Miss S is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social ... (5 pages)View decision -
Decision Reference DRN-5340962
21 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5340962 The complaint Mr G complains that Nationwide Building Society recorded adverse information on his credit file following a missed payment on his credit card account. What happened I issued a provisional decision setting out what happened and what I thought about the complaint... (7 pages)View decision -
Decision Reference DRN-5337794
21 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5337794 The complaint Mr M complains that Lloyds Bank PLC didn’t protect him from an investment scam. Mr M is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr M in this decision. What happened Mr M has said that after conducting his ow... (5 pages)View decision
