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 383541 results
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Decision Reference DRN-5064660
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5064660 The complaint Mr P complains about the actions of Revolut Ltd when he lost money to a scam. Mr P is being represented by a claims management company but, for ease, I’ll only refer to Mr P. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5374762
7 Apr 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5374762 The complaint Mr N’s father had a pension with Scottish Equitable Plc trading as Aegon (Aegon). After his father’s death, Mr N made a claim on that pension. He’s unhappy with the time it’s taking Aegon to process the death claim. And wants it to settle his claim as soon as p... (4 pages)View decision -
Decision Reference DRN-5143936
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5143936 The complaint Mr A complains that Lloyds Bank PLC didn’t do enough to protect him when he made a payment to a property investment scheme he now says was a scam. What happened In February 2019, Mr A made a £10,000 payment to company ‘H’ which he now alleges was a scam investm... (2 pages)View decision -
Decision Reference DRN-4931946
7 Apr 2025 Allianz Insurance Plc Not upheldInsuranceDRN-4931946 The complaint Mr S has complained on behalf of F, a limited company, that Allianz Insurance Plc declined a claim made under F’s commercial property insurance policy. Reference to Allianz includes its agents and representatives. What happened The circumstances aren’t in dis... (3 pages)View decision -
Decision Reference DRN-5403372
7 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5403372 The complaint Mr B has complained about American Express Services Europe Limited’s (‘Amex) Platinum Card Dining Credit offer. What happened Mr B has an account with Amex, which includes a dining offer whereby cashback is given when dining at certain restaurants. But he’s exp... (1 page)View decision -
Decision Reference DRN-5462542
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5462542 The complaint Mrs Z complains that Lloyds Bank Plc won’t refund the money she lost when she sent a payment to an investment that she now believes to have been fraudulent. A representative who I will call “T” complained on behalf of Mrs Z. What happened The background to th... (6 pages)View decision -
Decision Reference DRN-5387330
7 Apr 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5387330 The complaint Mr D complains that Loans 2 Go Limited was irresponsible to lend to him on three occasions. What happened Loans 2 Go agreed three loans for Mr D from June 22 to September 2024. I’ve summarised some of the information it provided about these loans in the table... (4 pages)View decision -
Decision Reference DRN-5397201
7 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5397201 The complaint Mr W has complained about how American Express Services Europe Limited (‘Amex’) dealt with his repayments. What happened Mr W has an account with Amex. He made a repayment using the app, and a second by bank transfer. The app updated his available credit limit ... (1 page)View decision -
Decision Reference DRN-5384926
7 Apr 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5384926 The complaint Mr Y complains about the standard of service he received from Tesco Personal Finance Limited (“Tesco”) when renewing his motor insurance policy. What happened Mr Y says there was an issue accessing his Tesco online account. This meant he had to call the busines... (3 pages)View decision -
Decision Reference DRN-5358293
7 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5358293 The complaint Mr and Mrs S complain that U K Insurance Limited (“UKI”) caused further damage when it repaired a leak under their home emergency policy. Mr and Mrs S had buildings and contents insurance, underwritten by UKI, which included cover for home emergencies. The poli... (3 pages)View decision
