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 381194 results
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Decision Reference DRN-5420960
24 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5420960 The complaint Mr and Mrs R complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent them losing money to an investment scam. What happened From the statements we hold, in December 2020, Mr and Mrs R made two payments totalling £7,140 from their bank ... (3 pages)View decision -
Decision Reference DRN-5355306
24 Mar 2025 UNUM Limited Not upheldInsuranceDRN-5355306 The complaint Ms A is unhappy that Unum Limited declined a claim under a group income protection insurance policy. What happened Ms A had the benefit of a group income protection policy (‘the policy’) through her then employer. Subject to the remaining terms of the policy, ... (2 pages)View decision -
Decision Reference DRN-5421018
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5421018 The complaint Ms L is unhappy Revolut Ltd declined to reimburse her for the money she lost when she fell victim to a scam. What happened Ms L is represented in this complaint by a solicitor, for simplicity I will refer to Ms L throughout this decision, even when referencing... (7 pages)View decision -
Decision Reference DRN-5341163
24 Mar 2025 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5341163 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited: declined a claim for the critical illness benefit made on her personal protection plan which included life, combined life and critical illness and income protection cover (‘the policy’); and ... (3 pages)View decision -
Decision Reference DRN-5368542
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5368542 The complaint Mr and Mrs M complain that Nationwide Building Society (‘Nationwide’) made errors in its handling of their breakdown assistance claim. For ease, I will refer to all actions and comments as those of Mr M. What happened Mr M had a FlexPlus account, a fee paying... (3 pages)View decision -
Decision Reference DRN-5416573
24 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5416573 The complaint Mr D complains that the car he acquired through BMW Financial Services(GB) Limited, trading as ALPHERA Financial Services, wasn’t of satisfactory quality. He wants BMW to give him back his money or obtain for him a replacement car of the same value. What happen... (5 pages)View decision -
Decision Reference DRN-5422072
24 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5422072 The complaint Miss R has complained about the way The National Farmers' Union Mutual Insurance Society Limited (NFU) handled her claim under her Light Good Commercial Vehicle Insurance policy. What happened Miss R’s vehicle, which I would describe as a classic vehicle,... (5 pages)View decision -
Decision Reference DRN-4995958
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4995958 The complaint Mr A complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr A has ... (4 pages)View decision -
Decision Reference DRN-5422341
24 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5422341 The complaint Mrs E is unhappy with the replacement fridge freezer provided by Domestic & General Insurance Plc (D&G) following a claim under her appliance insurance policy. What happened Mrs E has an insurance policy for her fridge freezer with D&G, this provid... (4 pages)View decision -
Decision Reference DRN-4995956
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4995956 The complaint Mr A complains that Nationwide Building Society (Nationwide) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summar... (4 pages)View decision
