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 375868 results
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Decision Reference DRN-5180618
21 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5180618 The complaint Mr H complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to repeat these in detail... (6 pages)View decision -
Decision Reference DRN-5414701
21 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5414701 The complaint Mr N has complained about the actions of Aviva Life & Pensions UK Limited (“Aviva”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. Mr N’s QROPS was used to invest, in part, in The Resort Group ... (10 pages)View decision -
Decision Reference DRN-4718483
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4718483 The complaint Mr W is complaining that HSBC UK Bank Plc hasn’t reimbursed him for payments he says he made to a scam. What happened Both parties are familiar with the background to this complaint so I won’t go into detail here. In short, in late 2023 Mr W says he fell victim... (3 pages)View decision -
Decision Reference DRN-4884775
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4884775 The complaint Mrs A complains Santander UK Plc wont refund her the full amount of money she 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 ... (3 pages)View decision -
Decision Reference DRN-5185012
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5185012 The complaint Mr A complains that Revolut Ltd failed to properly pursue a chargeback request. What happened In March 2024 Mr A made two payments for a trip for his family to a travel organisation (“the Merchant”). The first was for £13,749.83 and the second was for £14,425.8... (3 pages)View decision -
Decision Reference DRN-5345476
21 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5345476 The complaint Miss C complains that Lloyds Bank PLC closed her bank accounts. What happened Miss C had bank accounts with Lloyds that opened in 2022. In September 2024, Lloyds wrote to Miss C to say it had reviewed her account and decided it would close her account 65 days l... (2 pages)View decision -
Decision Reference DRN-5351350
21 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-5351350 The complaint Mrs O complains that Next Retail Limited lent to her irresponsibly. What happened In June 2009, Mrs O applied for and received a credit account with Next. A credit limit of £300 was agreed initially, but it has increased and decreased numerous times over the ye... (4 pages)View decision -
Decision Reference DRN-5253977
21 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5253977 The complaint Mr M and Mrs W’s complaint is about the handling of a claim under their legal expenses insurance policy with ARAG Legal Expenses Insurance Company Limited. Mr M has been the main correspondent on the complaint, so I will refer to him throughout. What happened M... (6 pages)View decision -
Decision Reference DRN-5413621
21 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5413621 The complaint Mr Y complains about the funds he holds in his stocks and shares ISA with Trading 212 UK Limited, and he is unhappy with the level of assistance they’ve provided when he’s asked them to help change the funds. What happened When Mr Y opened his account with £20,... (3 pages)View decision -
Decision Reference DRN-5366641
21 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5366641 The complaint Mr H complains that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for storm damage, under his home buildings insurance policy. What happened In September 2024 Mr H says a storm with high winds and heavy rain damaged his roof. The rainwater ingre... (2 pages)View decision
