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 376696 results
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Decision Reference DRN-5300210
28 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5300210 The complaint Mrs H says Bank of Scotland plc, trading as “Halifax”, gave her an incorrect amount when she made a cash withdrawal of £2,000 in branch. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, M... (2 pages)View decision -
Decision Reference DRN-5399819
28 Mar 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5399819 The complaint Mr and Mrs B complain about the settlement offered by Lloyds Bank General Insurance Limited under their buildings insurance claim. Any reference to Lloyds Bank includes the actions of its agents. What happened Mr and Mrs B hold buildings insurance cover with ... (6 pages)View decision -
Decision Reference DRN-5438830
28 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5438830 The complaint Mr M had a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&C”). The investments made in the SIPP have failed causing Mr M to suffer losses. Mr M says L&C is responsible for those losses be... (25 pages)View decision -
Decision Reference DRN-5226715
28 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5226715 The complaint Miss H has complained that she was given incorrect information by HSBC UK Bank Plc (“HSBC”), when she wanted to transfer money held in a Help to Buy ISA into a Cash ISA. What happened In February 2024, Miss H contacted HSBC as she wanted to transfer the balanc... (5 pages)View decision -
Decision Reference DRN-5434526
28 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5434526 The complaint Mr O has complained that Great Lakes Insurance UK Limited declined a claim he made on a travel insurance policy. Mr O is the sole policyholder. He’s been represented in making this complaint by his mother. However, for ease, I will just be referring to Mr O in... (2 pages)View decision -
Decision Reference DRN-5422505
28 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5422505 The complaint Mr and Mrs L complain that Fairmead Insurance Limited (“Fairmead”) unfairly declined cover following the theft of a gold bar and silver block, under their home contents insurance policy. What happened Mr and Mrs L’s home was burgled. They contacted Fairmead to... (3 pages)View decision -
Decision Reference DRN-5358191
28 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5358191 The complaint Mrs M is unhappy with how Scottish Widows Limited (SWL) handled her request to take a lump sum withdrawal from her pension. Mrs M said she wanted to take a partial encashment, but the full tax-free cash amount was processed and paid instead. She feels this has ... (3 pages)View decision -
Decision Reference DRN-5008904
28 Mar 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5008904 The complaint Miss A complains that Metro Bank Plc (Metro) should have paid the refund from a chargeback dispute directly to her rather than to her account with them. What happened Miss A initially raised a dispute about Metro’s handling of a chargeback claim. Following tha... (2 pages)View decision -
Decision Reference DRN-5346668
28 Mar 2025 Stonebridge International Insurance Ltd Not upheldInsuranceDRN-5346668 The complaint Mr and Mrs G’s complaint is about a claim they made on their Stonebridge International Insurance Ltd (‘Stonebridge’) pet insurance policy, which was declined. Mr and Mrs G say Stonebridge treated them unfairly. What happened The details of this complaint are we... (3 pages)View decision -
Decision Reference DRN-5438527
28 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5438527 The complaint The estate of Mr G complains about the time it took Bank of Scotland plc (trading as Halifax) to release the deeds for Mr G’s property. What happened Mr G’s estate is represented in this complaint by one of the executors, Mr G1. Mr G1 is the late Mr G’s son. He... (13 pages)View decision
