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-5300433
25 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5300433 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (20 pages)View decision -
Decision Reference DRN-5371818
25 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5371818 The complaint Mr D complains Liverpool Victoria Insurance Company Limited unfairly avoided his motor insurance policy. Mr D’s been represented for the complaint. For ease of reading, I’ve referred to the representative’s actions as being Mr D’s own. What happened In May 20... (4 pages)View decision -
Decision Reference DRN-5391555
25 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5391555 The complaint Ms U and Miss U complain that AXA Insurance UK Plc has unfairly handled a claim made on their buildings insurance policy for subsidence. They don’t think AXA has handled the claim fairly with poor communication and delays. And AXA has unfairly refused to engage... (4 pages)View decision -
Decision Reference DRN-5321748
25 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5321748 The complaint Mrs C complains about Accredited Insurance (Europe) Limited (‘AIEL’)’s handling of a claim on her home emergency insurance. Mrs C’s policy was sold and is administered by a third party company on AIEL’s behalf and all her correspondence has been with this compa... (3 pages)View decision -
Decision Reference DRN-4594346
25 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4594346 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) didn’t do enough to protect him when he became the victim of a job scam. He wants Lloyds to refund him the money he lost. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throug... (4 pages)View decision -
Decision Reference DRN-4844248
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4844248 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse the funds he lost when he fell victim to a scam. Mr M is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr M th... (3 pages)View decision -
Decision Reference DRN-5006534
25 Mar 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5006534 The complaint Mr H is complaining that Tesla Financial Services Limited (TFSL) misled him about the nature of the finance agreement that he entered into with them. What happened In September 2023, Mr H took delivery of a Tesla vehicle, entering into a Hire Contract with TFSL... (4 pages)View decision -
Decision Reference DRN-5372679
25 Mar 2025 Just Retirement Limited UpheldMortgagesDRN-5372679 The complaint Mrs P, via her representative, complains that Just Retirement Limited trading as Just (Just) allowed her husband to make drawdowns on their lifetime mortgage into his sole bank account without her consent or knowledge. What happened Mr and Mrs P took out a life... (3 pages)View decision -
Decision Reference DRN-4898398
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4898398 The complaint Mr G is unhappy that HSBC UK Bank Plc decided not to refund him after he’d been the victim of a scam. Mr G is bringing his complaint using a claims management company which I’ll refer to as J. What happened Mr G decided to invest in a company I’ll refer to as ... (5 pages)View decision -
Decision Reference DRN-5423941
25 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5423941 Complaint Ms A and Mrs A complain that Bank of Scotland plc, trading as Halifax, did not reimburse the money they lost when Ms A fell victim to an investment scam. Although the payments were made from a joint account, it was primarily Ms A who engaged with the fraudsters. Fo... (4 pages)View decision
