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-5314421
29 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5314421 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he and his wife lost when they fell victim to an investment scam. The payments that left Mr H’s account funded supposed investments in both his and his wife’s name. However, as the account is... (6 pages)View decision -
Decision Reference DRN-5389244
29 Mar 2025 Stagemount Limited UpheldConsumer CreditDRN-5389244 The complaint Mr B argues that Stagemount Limited trading as Quidmarket gave him loans he couldn’t afford to repay. What happened Mr B initially complained about all the loans Quidmarket agreed between 2014 until 2024. Our service concluded that his complaint in relation to... (4 pages)View decision -
Decision Reference DRN-5439576
29 Mar 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5439576 The complaint Mrs P complaints that Harvey & Thompson Limited trading as H&T Pawnbrokers gave her two loans she couldn’t afford to repay. What happened In July 2020 Mrs P took out a loan for £500 (“loan one”) to be repaid in 26 fortnightly payments of £26.95. The to... (4 pages)View decision -
Decision Reference DRN-5194548
29 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5194548 The complaint Mr and Mrs V complain that Santander UK Plc (“Santander”) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Mrs V were looking for an investment opportunity when they heard about a company I will refer to as “B”. Interested,... (6 pages)View decision -
Decision Reference DRN-5376901
28 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5376901 The complaint Mr D complains that Covea Insurance plc (“Covea”) has unfairly declined a claim for loss of rent following a flood at a rental property he owns, and that it’s not paid him for council tax despite agreeing to do so. What happened In October 2023, Mr D made a cla... (3 pages)View decision -
Decision Reference DRN-5070060
28 Mar 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5070060 The complaint Ms P, Ms W, and Mr W as trustees of the SW Trust complain about the way The Prudential Assurance Company Limited (“Prudential”) set up the trust. They say the money to be invested in the trust was held, earning no interest, for over six months before it was inv... (3 pages)View decision -
Decision Reference DRN-5421747
28 Mar 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5421747 The complaint Trust J complains Barclays Bank Plc (“Barclays”) is at fault for the trust making significantly less from 2014 to 2023 than other family trusts with the same investment remit which were intended to be managed to achieve roughly the same outcome by the same part... (4 pages)View decision -
Decision Reference DRN-5396419
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5396419 The complaint Mr A complains about esure Insurance Limited’s handling of claims he made under his home insurance policy. Esure is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As esure has accepted it is accountab... (5 pages)View decision -
Decision Reference DRN-4443022
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4443022 The complaint Ms N has complained about Revolut Ltd not refunding 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. In summary, Ms N fell victim to a fake ... (11 pages)View decision -
Decision Reference DRN-5420986
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5420986 The complaint Mrs K is unhappy with how U K Insurance Limited (“UKI”) valued her car as part of a motor insurance claim. What happened Mrs K made a claim on her motor insurance policy with UKI after her car was damaged. UKI decided that the market value of Mrs K’s car was ... (4 pages)View decision
