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 370903 results
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Decision Reference DRN-4944696
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4944696 The complaint Mr E complains that Lloyds Bank PLC did not refund the £15,000 he says he lost to a scam. What happened Mr E says he was introduced to an investment opportunity with a company that I’ll call ‘P’ for the purposes of this decision. P were offering investments via... (3 pages)View decision -
Decision Reference DRN-4986734
26 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4986734 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined his claim for storm damage under his home buildings insurance policy. What happened On 6 February 2024 Mr K says that part of his kitchen ceiling collapsed. Prior to this he... (5 pages)View decision -
Decision Reference DRN-5109050
26 Nov 2024 ClearBank Limited UpheldBanking and PaymentsDRN-5109050 The complaint Ms C complains that ClearBank Limited won’t refund the money she lost in an impersonation scam. Ms C is represented by a third-party, but I will refer just to Ms C for ease of reference. I understand Ms C’s account is operated under the Tide brand, but for ea... (3 pages)View decision -
Decision Reference DRN-5014831
26 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5014831 The complaint Ms L complains that Revolut Ltd won’t refund several payments she says she made and 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 o... (4 pages)View decision -
Decision Reference DRN-5170199
26 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5170199 The complaint Mr and Mrs S are unhappy with how Hastings Insurance Services Limited trading as Hastings Direct administered their motor insurance policy. What happened Mr and Mrs S took out a motor insurance policy via a comparison website. The policy was administered by Ha... (4 pages)View decision -
Decision Reference DRN-5170645
26 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5170645 The complaint Mr and Mrs O complain that Barclays Bank UK PLC delayed their mortgage product rate switch causing them to go onto the follow-on rate (“FOR”). Mr and Mrs O want to be compensated for the loss and resulting time and stress to get it sorted. What happened On 13 N... (3 pages)View decision -
Decision Reference DRN-5022196
26 Nov 2024 Tradex Insurance Company PLC Not upheldInsuranceDRN-5022196 The complaint Mr and Mrs G complain that Tradex Insurance Company PLC (“Tradex”) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. What happened On 9 December 2023 Mr and Mrs G found rainwater leaking into their loft s... (4 pages)View decision -
Decision Reference DRN-5012591
26 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5012591 The complaint A company, which I’ll refer to as K, complains that after months of negotiations, HSBC UK Bank Plc didn’t restructure the company’s lending into fixed rate term loans. What happened K had a number of commercial loans from HSBC. In January 2022, the bank approve... (3 pages)View decision -
Decision Reference DRN-5137010
26 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5137010 The complaint Miss T complains about the way Aviva Insurance Limited handled a claim she made on her motor insurance policy. Any reference to Aviva also includes its appointed agents. What happened Miss T was involved in an accident whilst driving her car in March 2023. She ... (2 pages)View decision -
Decision Reference DRN-4805078
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4805078 The complaint Mrs B is unhappy that Lloyds Bank PLC (Lloyds) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP scam). What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here,... (3 pages)View decision
