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 369227 results
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Decision Reference DRN-5113279
9 Jan 2025 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-5113279 The complaint Mr T and Mrs O are unhappy with how Liberty Mutual Insurance Europe SE (Liberty) handled a claim made under their commercial insurance policy. Any references to Liberty include their agents. And as Mr T has been the primary contact for this complaint, for ease... (2 pages)View decision -
Decision Reference DRN-5142095
9 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5142095 The complaint A sole trader, who I’ll refer to as Mrs C, complains that Lloyds Bank PLC unfairly transferred her business accounts to its Recoveries department, thereby depriving her of access to a current account. What happened Mrs C has had two secured business term loans ... (3 pages)View decision -
Decision Reference DRN-5248946
9 Jan 2025 American International Group UK Limited Not upheldInsuranceDRN-5248946 The complaint Miss D complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (“AIG”) declined a claim on her mobile phone insurance policy. What happened Miss D made a claim on her policy when her mobile phone was stolen, but AIG declined the claim. AIG said it was a conditio... (3 pages)View decision -
Decision Reference DRN-5237005
9 Jan 2025 Bank of Scotland Plc UpheldMortgagesDRN-5237005 The complaint Mr C complains that Bank of Scotland plc went back on its promise to give him a 12-month grace period when the term of his buy-to-let mortgage had already ended. What happened In 1997, Mr C took out an interest only buy-to-let mortgage with Bank of Scotland ove... (2 pages)View decision -
Decision Reference DRN-5217086
9 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5217086 The complaint Mr C has complained about advice he was given by Inter Partner Assistance SA (IPA) when he made a claim under his home emergency policy. What happened Mr C contacted IPA to send an engineer to deal with intermittent hot water. The engineer said a powerflush wa... (2 pages)View decision -
Decision Reference DRN-5199172
9 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5199172 The complaint Mr K complains that he was given wrong information during an online chat with Santander UK Plc. And that he spent a long time on the phone waiting to log his complaint. What happened In July 2024 Mr K contacted Santander’s online chat to request that any future... (2 pages)View decision -
Decision Reference DRN-5229197
9 Jan 2025 Bank of Scotland Plc UpheldMortgagesDRN-5229197 The complaint Ms E’s complaint is that, because Bank of Scotland PLC trading as Halifax failed to respond to her Data Subject Access Request (DSAR) made in September 2023 in a timely manner, she lost the opportunity to present documentation to the court which she believes wo... (4 pages)View decision -
Decision Reference DRN-4772887
9 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4772887 The complaint Mrs W has complained that Santander UK Plc (“Santander”) hasn’t refunded the money she lost as part of an investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (4 pages)View decision -
Decision Reference DRN-5055175
9 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5055175 The complaint Mr B complains HSBC UK Bank Plc failed to carry out an overseas transfer then failed to refund it. What happened Mr B wanted to send £10,777 to a crypto currency site overseas. The money wasn’t credited to the receiver’s account but wasn’t returned to Mr B ei... (3 pages)View decision -
Decision Reference DRN-4619199
9 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4619199 The complaint Mr P complains that National Westminster Bank Plc (as the recipient bank) didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr P has used a representative to bring his complaint, but for ease of reading, I’ll mostly just refer to ... (2 pages)View decision
