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 392389 results
-
Decision Reference DRN-5873243
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5873243 The complaint Mr B has complained about how Lloyds Bank PLC (Lloyds) handled a refund claim he made to them. What happened Mr B purchased a holiday from a supplier I shall call ‘U’ in August 2023 using his Lloyds debit card. This was to the sum of £2,393.33 and was made via... (2 pages)View decision -
Decision Reference DRN-5775329
17 Oct 2025 National Counties Building Society Not upheldBanking and PaymentsDRN-5775329 The complaint Mr T complains National Counties Building Society trading as Family Building Society (FBS) reduced the interest it paid on its Windfall Bonds product, shortly after releasing further bonds. What happened Mr T explained FBS advertised a release of bonds in Augus... (3 pages)View decision -
Decision Reference DRN-5499736
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5499736 The complaint Mr I, on behalf of a charity I’ll call T, complains that Lloyds Bank PLC (Lloyds) didn’t credit T’s account with the correct amount, following a deposit he made. What happened Mr I told our service that he counted money collected from donations, before putting ... (3 pages)View decision -
Decision Reference DRN-5890660
17 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5890660 The complaint Mr H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-5870706
17 Oct 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5870706 The complaint Mr G complains about the way Saxo Capital Markets UK Ltd closed some of his positions when his account when into margin deficit. He says that it closed positions that shouldn’t have been closed and didn’t take into account additional collateral that meant his a... (3 pages)View decision -
Decision Reference DRN-5749578
17 Oct 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5749578 The complaint Mr C complains that Haven Insurance Company Limited (Haven) declined a claim he made on his motor insurance policy. What happened In November 2024, Mr C contacted Haven to notify it of a car incident that he was involved in. Mr C said he was driving along a r... (3 pages)View decision -
Decision Reference DRN-5890400
17 Oct 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5890400 The complaint Mr and Mrs S complain that The Prudential Assurance Company Limited (‘Pru’) have failed to provide an annual investment bond statement to them in an acceptable format. What happened After not receiving their annual bond statement (ABS) on 31 October 2023, Mr a... (3 pages)View decision -
Decision Reference DRN-5890516
17 Oct 2025 Yorkshire Building Society UpheldMortgagesDRN-5890516 The complaint Ms W and Mr W complain that Yorkshire Building Society unfairly declined their mortgage application. Mr W says he started to take his pension as YBS suggested that would improve their affordability for a mortgage. Mr W said YBS didn’t tell them their pension in... (3 pages)View decision -
Decision Reference DRN-5879224
17 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5879224 The complaint Mrs R complained that Legal and General Assurance Society Limited declined a claim on her group critical illness policy. What happened Mrs R was a member of a group critical illness policy. I’m sorry to hear about Mrs R’s health. She’s had two major diagnoses i... (3 pages)View decision -
Decision Reference DRN-5890556
17 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5890556 The complaint Mr G is unhappy with how Aviva Insurance Limited (Aviva) settled a claim on his car insurance policy. What happened Mr G was involved in a car accident and made a claim for the damage to his vehicle on his insurance policy, which was with Aviva. Aviva accept... (4 pages)View decision