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 375119 results
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Decision Reference DRN-5296307
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296307 The complaint Miss N complains that she held savings and investment funds with Lloyds Bank PLC, which she says it refuses to recognise and has not paid over to her. What happened Miss N says that she held savings accounts with Lloyds. In particular that she had an investment... (2 pages)View decision -
Decision Reference DRN-4885037
30 Jan 2025 ReAssure Limited Not upheldInvestmentsDRN-4885037 The complaint Mr R complained about ReAssure Limited. He said ReAssure failed to offer adequate support when he wanted to switch funds, leading up to the maturity of his policy. He said because of this, and the mistakes caused by ReAssure, he incurred investment losses, as w... (5 pages)View decision -
Decision Reference DRN-5248567
30 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5248567 The complaint Mr R has complained that BUPA Insurance Limited declined a claim he made on a private medical insurance policy. What happened In July 2024, Mr R made a claim on the policy for investigative tests for a suspected medical condition. Bupa declined the claim on th... (3 pages)View decision -
Decision Reference DRN-5249956
30 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5249956 The complaint Mr C complains about the service he received from Advantage Insurance Company Limited (Advantage) after he made a claim on his car insurance policy. What happened On 2 November 2023 Mr C was involved in a car accident with a third-party driver, so he made a cl... (2 pages)View decision -
Decision Reference DRN-4769626
30 Jan 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4769626 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase hasn’t refunded him after he fell victim to a scam. What happened Mr G was looking for investment opportunities in October 2023. He’d had an investment recently mature elsewhere, as well as having ... (4 pages)View decision -
Decision Reference DRN-4993264
30 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4993264 The complaint Mr H complains Santander UK Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In December 2023, Mr H bought a bike, paying with his Santander debit card. Having received the bike, Mr H changed the tyres and establis... (3 pages)View decision -
Decision Reference DRN-5297044
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5297044 The complaint Mrs M has complained that National Westminster Bank Plc (“NatWest”) failed to protect her from falling victim to a scam, and hasn’t refunded all of the money she lost. What happened The background of this complaint is already known to both parties, so I won’t ... (5 pages)View decision -
Decision Reference DRN-5148202
30 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5148202 The complaint Mr and Mrs G complain that Nationwide Building Society didn’t make it clear enough that there was a cut off date for them to secure a new fixed rate when their one came to an end on their mortgage. They have had one month charged at the standard variable rate (... (4 pages)View decision -
Decision Reference DRN-4899009
30 Jan 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-4899009 The complaint Mrs B – Mr B’s mother has brought the complaint to us on Mr B’s behalf – acting as his representative. As she’s solely dealt with correspondence for the account, I’ll refer to her throughout the decision. But it’s Mr B’s complaint under our rules. Mrs B complai... (3 pages)View decision -
Decision Reference DRN-5296666
30 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5296666 The complaint Mr A complains that JAJA FINANCE LTD (‘JAJA’) hasn’t refunded the money he lost after he fell victim to a scam. He’s also unhappy with how JAJA handled his reimbursement claim. To resolve the complaint, Mr A’s asked JAJA to reimburse the loss he’s suffered. Wh... (4 pages)View decision
