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 381196 results
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Decision Reference DRN-5442254
31 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5442254 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (23 pages)View decision -
Decision Reference DRN-5442163
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5442163 The complaint Miss W and Mrs W complain that Starling Bank Limited will not refund all the money Miss W lost to a scam. What happened While this complaint relates to a joint bank account held by Miss W and Mrs W. As the complaint has been brought by Miss W on their behalf, f... (5 pages)View decision -
Decision Reference DRN-5431265
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5431265 The complaint Ms C has complained that Lloyds Bank PLC (“Lloyds”) failed to protect her from becoming the victim of an investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the ... (5 pages)View decision -
Decision Reference DRN-5424643
31 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5424643 The complaint Mr F complains that Aviva Life & Pensions UK Limited (“Aviva”) didn’t tell him his limit order to buy shares had been placed until after the market had closed. He said he’d never intended to hold the shares beyond the trading day and would have sold at a pr... (3 pages)View decision -
Decision Reference DRN-5377398
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377398 The complaint A company, which I’ll refer to as W, complains that Lloyds Bank PLC caused delay in changes to its account mandate. What happened W has a business current account with Lloyds. In the spring of 2024, W approached the bank with the aim of adding a person to the a... (2 pages)View decision -
Decision Reference DRN-5328617
31 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5328617 The complaint Mr R is unhappy Inter Partner Assistance SA (IPA) declined cover for his claim. What happened Mr R has a travel insurance policy under underwritten by IPA. He booked a return trip abroad. He went on holiday, but unfortunately his flight to his departure airpo... (3 pages)View decision -
Decision Reference DRN-5442246
31 Mar 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5442246 The complaint Mr S complains that Phoenix Life Limited trading as Standard Life (Phoenix) online projections of his pension plan declined significantly overnight, causing distress and wasted time in considering alternative pension providers. He wants a detailed explanation o... (5 pages)View decision -
Decision Reference DRN-5426490
31 Mar 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5426490 The complaint Mr and Mrs G’s complaint is about the handling of claims made under the legal expenses section of a household insurance policy by AmTrust Specialty Limited. The complaint is about claims made by Mr G, and he has been the main correspondent throughout, so I will... (9 pages)View decision -
Decision Reference DRN-5399756
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5399756 The complaint Mr A is unhappy Aviva Insurance Limited hasn’t resolved an issue with a waste pipe in his house after he sought assistance from his home emergency policy. What happened In August 2024 Mr A contacted Aviva to say he had a blocked basin in his family bathroom. He... (2 pages)View decision -
Decision Reference DRN-5406178
31 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5406178 The complaint Mr E is unhappy that Watford Insurance Company Europe Limited (‘Watford’) didn’t accept claims made under the personal accident section of a bike insurance policy he had the benefit of, after he was involved in a road traffic accident. Although Mr E is being r... (3 pages)View decision
