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-5204823
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5204823 The complaint Mr S complains about a decision taken by HSBC UK Bank Plc (“HSBC”) to decline a section 75 Consumer Credit Act 1974 (“section 75”) claim. What happened On 20 December 2022 Mr S paid a car dealership that I will call “H” a £1,000 deposit for a used car costing £... (3 pages)View decision -
Decision Reference DRN-5165238
23 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5165238 The complaint Mrs S complains Great Lakes Insurance SE unfairly declined a claim she made for theft of gadgets from a holiday apartment. What happened Mrs S made a claim for stolen items from her holiday apartment. She said the property was locked, there was no sign of a for... (2 pages)View decision -
Decision Reference DRN-5161158
23 Jan 2025 Phoenix Life Limited Not upheldInsuranceDRN-5161158 The complaint Mr S has complained that the over 50s policy he was provided with by Phoenix Life Limited, trading as Sun Life, was not fit for purpose. What happened In 2007, Mr S bought an over 50s life policy through his bank. He says he was aware of the need to keep up th... (2 pages)View decision -
Decision Reference DRN-5221754
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5221754 The complaint Mr F has complained that Aviva Insurance Limited declined a claim he made on a travel insurance policy attached to his bank account. What happened Mr F travelled abroad in January 2023. He was feeling pain due to having swollen ankles and underwent laser surge... (3 pages)View decision -
Decision Reference DRN-4871999
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4871999 The complaint X complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments they say they lost to a scam. What happened X purchased three boats and was looking for a courier company to ship them overseas. After a few failed attempts, they fou... (3 pages)View decision -
Decision Reference DRN-5245518
23 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5245518 The complaint Mr M is unhappy with Santander UK Plc. Mr M found Santander had blocked access to his accounts and wouldn’t tell him why. Santander wouldn’t lift the block until Mr M went to a branch with proof of identification. What happened Mr M said he was vulnerable, had... (3 pages)View decision -
Decision Reference DRN-5008233
23 Jan 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5008233 The complaint Ms T complains that Shawbrook Bank Limited (Shawbrook) have provided two statements for the same accounting period with two different balances. What happened On 27 December 2023, Ms T requested a £6,000 ISA transfer from her previous provider to Shawbrook. When... (4 pages)View decision -
Decision Reference DRN-5193178
23 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5193178 The complaint Mrs W complains that Lloyds Bank PLC will not refund the £10,000 she says she lost to a scam. Mrs W is represented in this complaint by a claims management company, for simplicity I will largely refer to Mrs W throughout this decision, even when referencing wh... (3 pages)View decision -
Decision Reference DRN-5147280
23 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5147280 The complaint Mrs B complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Mrs B was contacted via a messaging app about an investment opportunity, which turned out to be a scam. She was told the investment was buying and selling cur... (9 pages)View decision -
Decision Reference DRN-5158036
23 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5158036 The complaint Mrs W complains that Lloyds Bank PLC allowed a fraudster to open and operate an account with it, leading to a significant loss for Mrs W, and that it failed to act when told that the account had been used for fraud. Mrs W is represented in this complaint by a ... (3 pages)View decision
