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 363152 results
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Decision Reference DRN-4459342
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4459342 The complaint Ms R complains that Lloyds Bank Plc (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened In early 2021, Ms R was presented with an investment opportunity by someone I’ll refer to as P. Ms R had previously made two investme... (4 pages)View decision -
Decision Reference DRN-5076038
26 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5076038 The complaint Mr M is being represented by solicitors. He’s complaining about Nationwide Building Society because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to an investment scam. His representative says he was introduced ... (3 pages)View decision -
Decision Reference DRN-5380229
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5380229 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he 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. But in summary and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN-5400851
26 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5400851 The complaint Miss O is unhappy with the decision made by First Central Underwriting Limited (First Central) following a claim made by a third party under Miss O’s car insurance policy. What happened Miss O took out a car insurance policy with First Central. The policy book... (3 pages)View decision -
Decision Reference DRN-5316604
26 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5316604 The complaint Mr M complains that TSB Bank plc (TSB) unreasonably blocked his account when he tried to make a payment and kept him on the phone for over three hours without resolving the issue. What happened Mr M said that when he tried to transfer funds into his friend’s a... (3 pages)View decision -
Decision Reference DRN-5001807
26 Mar 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5001807 The complaint Mrs S complains about AA Underwriting Insurance Company Limited (“AA”) and their decision to decline the claim she made on her home insurance policy. Mrs S also complains about the service AA provided during the process of them reaching this decision. What happ... (6 pages)View decision -
Decision Reference DRN-5221751
26 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5221751 The complaint Ms V is unhappy with the service she received from Zurich Insurance Company Ltd when she claimed on her travel insurance policy for travel delays and medical expenses. What happened The details of this complaint are well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-5113446
26 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5113446 The complaint Ms C complains about the quality of a used car she acquired through a hire purchase agreement with Oodle Financial Services Limited (‘Oodle’). Ms C says that the engine has failed on the car, and she thinks that it wasn’t of satisfactory quality. She would like... (5 pages)View decision -
Decision Reference DRN-5178224
26 Mar 2025 ReAssure Life Limited Not upheldInsuranceDRN-5178224 The complaint Mrs A complains, through her representative, about a reviewable whole of life (RWOL) policy she held with ReAssure Life Limited. She’s unhappy that she was asked to increase the monthly premiums as she was told in 2008 that no changes would be needed in the fut... (12 pages)View decision -
Decision Reference DRN-5427587
26 Mar 2025 National House-Building Council Not upheldInsuranceDRN-5427587 The complaint Mr P has complained about National House Building Council’s (‘NHBC’s’) decision to decline a claim he made regarding his property’s damaged cladding, under his NHBC Buildmark Policy (the ‘warranty’). What happened In January 2024, Mr P submitted a claim to NHBC... (3 pages)View decision
