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 364862 results
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Decision Reference DRN-4983098
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4983098 Complaint Mr A and Mrs M complain that Santander didn’t do enough to protect him when he was the victim of a scam. This is a joint complaint, but it was Mr A who interacted with the scammer and so I’ve referred mainly to him in the text of this decision. Background In Octobe... (2 pages)View decision -
Decision Reference DRN-5531609
2 May 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5531609 The complaint Miss S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In March 2023 Miss S entered into a two-year fixed sum loan agreem... (6 pages)View decision -
Decision Reference DRN-5514899
2 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514899 The complaint Mr and Mrs B have complained Lloyds Bank PLC failed to sufficiently intervene causing them to fall victim to an authorised push payment (APP) scam or recover their funds after it occurred. What happened The background to this complaint is well-known to both pa... (4 pages)View decision -
Decision Reference DRN-5519793
2 May 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5519793 The complaint Mrs K’s complained that Legal and General Assurance Society Limited (“L&G”)unfairly declined her critical illness claim following her cancer diagnosis. What happened Mrs K was diagnosed with breast cancer in 2010. She underwent surgery and completed a cour... (3 pages)View decision -
Decision Reference DRN-5369064
2 May 2025 esure Insurance Limited UpheldInsuranceDRN-5369064 The complaint Mrs H and Mr H complain that esure Insurance Limited has unfairly handled a claim made on their building’s insurance. They feel delays have been added with the handling of a subsidence claim which has been ongoing since the notification of damage was provided i... (3 pages)View decision -
Decision Reference DRN-5407663
2 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407663 The complaint Miss G complains that Monzo Bank Ltd unfairly restricted access to her account and took to long to remove the restriction. What happened On 20 December 2024, Miss G wanted to make a payment from her Monzo current account. She moved funds from her savings with M... (3 pages)View decision -
Decision Reference DRN-5105316
2 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5105316 The complaint Miss B complains about the quality of a car supplied to her by STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened Miss B acquired a used car under a 60 month hire purchase agreement with Startline in October 2023. The car cost £13,648 and Miss B paid ... (5 pages)View decision -
Decision Reference DRN-5053155
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5053155 The complaint Mrs W complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the total amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs W... (3 pages)View decision -
Decision Reference DRN-5351972
2 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5351972 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) deducted tax from his pension drawdown plan using an incorrect personal allowance. He says HMRC has provided a solution to the problem, but Aviva hasn’t acted upon it, causing him to have to use h... (8 pages)View decision -
Decision Reference DRN-4746063
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4746063 The complaint Mr P has complained Barclays Bank UK PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr P fell victim to an inv... (4 pages)View decision
