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 367300 results
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Decision Reference DRN-5156140
23 May 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5156140 The complaint Mr B complains that Phoenix Life Limited have not treated the value of his with-profits pension fairly. He says that it reduced his final bonus after his retirement age had been reached causing him a loss in his pension value. What happened Mr B had a pension w... (3 pages)View decision -
Decision Reference DRN-5580840
23 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5580840 The complaint Mr and Mrs I are unhappy with how their claim was managed by Liverpool Victoria Insurance Company Limited (“LV”) under their home insurance policy. They weren’t happy with the quality of repairs carried out, nor that their premiums increased significantly in th... (4 pages)View decision -
Decision Reference DRN-5569575
23 May 2025 U.S. Bank Europe DAC Not upheldBanking and PaymentsDRN-5569575 The complaint A company, which I’ll refer to as W, complains about certain fees that it believes U.S. Bank Europe DAC t/a Elavon Merchant Services (Elavon) unfairly levied on its account. In bringing this complaint, W is represented by its director, who I’ll refer to as Mr S... (2 pages)View decision -
Decision Reference DRN-5551998
23 May 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5551998 The complaint Mr B complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2007. Mr B acquired the car in about August 2011. Mr B ... (6 pages)View decision -
Decision Reference DRN-5020657
23 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5020657 The complaint Miss B has complained Lloyds Bank PLC failed to sufficiently intervene causing her to fall victim to two authorised push payment (APP) scams or recover her funds after they occurred. What happened The background to this complaint is well known to both parties,... (5 pages)View decision -
Decision Reference DRN-5423558
23 May 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5423558 The complaint Miss L complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss L took a PayPal Credit account in March 2022 and the credit limit approved for her was £800. It’s a revol... (3 pages)View decision -
Decision Reference DRN-5287375
23 May 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5287375 The complaint Mrs O’s complaint is about Ikano Bank AB (publ) (‘Ikano’). Mrs O has been represented in her complaint. For simplicity, I will refer to Mrs O throughout this decision. Mrs O says Ikano’s response to a complaint she made was unfair. The complaint had different ... (3 pages)View decision -
Decision Reference DRN-5542572
23 May 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5542572 The complaint Mr P has complained that a lack of communication from Pinnacle Insurance Limited resulted in him unnecessarily paying for a mortgage payment protection insurance (PPI) policy. What happened Mr P was sold the PPI by his mortgage lender in 1998. He then took out... (2 pages)View decision -
Decision Reference DRN-5499008
23 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5499008 The complaint Mr B’s complained that Liverpool Victoria Insurance Company Limited (“LV”) declined the claim he made for damage to his property, which he says was caused by his neighbours. What happened Mr B has had difficulties with his neighbours since they moved into the p... (2 pages)View decision -
Decision Reference DRN-5563735
23 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5563735 The complaint Mr A complains Bank of Scotland plc trading, as Halifax, closed his savings account without notice. Mr A refutes Halifax’s allegation he was abusive and/or threatening towards its branch staff when attempting to make a large value transfer. And the actions take... (6 pages)View decision
