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 382298 results
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Decision Reference DRN-5441317
31 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5441317 The complaint Mr G has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr G’s QROPS was used to invest in The Res... (13 pages)View decision -
Decision Reference DRN-5308338
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5308338 The complaint A company, which I’ll refer to as N, complains that Lloyds Bank PLC caused delay in changes to its account mandate and that the bank wrongly permitted payments from the account. What happened N has a business current account with Lloyds. In the spring of 2024, ... (3 pages)View decision -
Decision Reference DRN-5364619
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5364619 The complaint Miss J complains about how Lloyds Bank PLC handled her chargeback claim. What happened In September 2023, Miss J used her debit card to pay for accommodation; she used an online property booking service to do so. Unfortunately, when Miss J arrived at the prop... (3 pages)View decision -
Decision Reference DRN-4947504
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4947504 The complaint Mr B complains Revolut Ltd won’t refund the full amount of money he 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 of both parties, I... (3 pages)View decision -
Decision Reference DRN-5043934
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5043934 The complaint Mr N complains that HSBC UK Bank Plc has not refunded a payment which he made for a service which was not provided. What happened In September 2023 Mr N bought from a merchant, which I’ll call “T”, a package of services which would assist him in financial tradi... (2 pages)View decision -
Decision Reference DRN-5271818
31 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5271818 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost when he fell victim to a scam. What happened Between November 2020 and January 2021, Mr M invested £126,000 in a company called Buy2let/Raedex Consortium Ltd ... (7 pages)View decision -
Decision Reference DRN-5286133
31 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5286133 The complaint Mr W complains about the way American Express Services Europe Limited handled his request for a refund of a payment he made using his credit card. What happened In January 2024, Mr W purchased a virtual reality headset from a retailer. He says that before makin... (4 pages)View decision -
Decision Reference DRN-5288569
31 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5288569 The complaint Miss M complains that Capital One (Europe) plc trading as Capital One lent to her irresponsibly. What happened Miss M applied for and received two accounts with Capital One: Date Event New credit Limit Account 1 15 Nov 2010 Account opening £300 5 Jan 2018 Acc... (4 pages)View decision -
Decision Reference DRN-5356730
31 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5356730 The complaint Mr C complains Advantage Insurance Company Limited (“Advantage”) declined a claim he made on his contents insurance policy after his carpet was damaged. What happened Mr C has home insurance with Advantage. The policy provides cover for ... (3 pages)View decision -
Decision Reference DRN-5174882
31 Mar 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5174882 The complaint Mr C complains that Zurich Assurance Limited have deliberately made it as difficult as possible to switch his pension away to a new provider. Mr C says that he’s unhappy with the requirements that Zurich have in place in order for him to be able access his pens... (4 pages)View decision
