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 362195 results
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Decision Reference DRN-4803747
20 Jun 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4803747 The complaint Mr B has complained about a transfer of his personal pension provided by The Royal London Mutual Insurance Society Limited to an occupational pension scheme in January 2013. Mr B’s occupational scheme was subsequently found to be a vehicle for pension liberation, ... (6 pages)View decision -
Decision Reference DRN-4812831
20 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4812831 The complaint Mr M is complaining about HSBC UK Bank Plc because he says it lent irresponsibly by providing a loan he couldn’t afford. What happened In June 2023, HSBC provided Mr M with a loan of £15,000, repayable over five years with a monthly repayment of £342. The loan agr... (4 pages)View decision -
Decision Reference DRN-4863594
20 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4863594 The complaint Mr A complains about the way he was treated when he visited his local branch of Santander UK PLC and about its decision to bar him from that particular branch. What happened Mr and Mrs A attended their local branch in June 2023. In part, they wanted to set up a st... (3 pages)View decision -
Decision Reference DRN-4716792
20 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4716792 The complaint Miss B complained because Lloyds Bank PLC refused to refund her for a payment which she’d said was fraudulent. What happened On 23 October 2023, there were two debits to Miss B’s Lloyds account. They were to an online digital distribution service, and one was for ... (3 pages)View decision -
Decision Reference DRN-4562821
20 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4562821 The complaint Mrs A complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the investigator. The facts about... (3 pages)View decision -
Decision Reference DRN-4652218
20 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4652218 The complaint Mr G is unhappy Lloyds Bank PLC won’t refund payments he says he made to investment scams. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus on giving the ... (2 pages)View decision -
Decision Reference DRN-4715663
20 Jun 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-4715663 The complaint A company which I’ll call ‘C’ complains that Barclays Bank Plc (trading as Barclaycard) treated them unfairly by not defending a chargeback claim against them. The complaint is brought on C’s behalf by its directors, Mr S and Mr T. What happened C told us: On 5 O... (3 pages)View decision -
Decision Reference DRN-4762541
20 Jun 2024 Society of Lloyd's Not upheldInsuranceDRN-4762541 The complaint Mr and Mrs T complain that Society of Lloyd’s has turned down a cancellation claim they made on a top-up cancellation insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of what I thi... (4 pages)View decision -
Decision Reference DRN-4826466
20 Jun 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4826466 The complaint Mr C complains about HDi Global Specialty SE (HDi) cancelling his home insurance policy because he didn’t tell them about building works at his property. Any reference to HDi in this decision includes their agents. What happened Mr C had a home insurance policy wi... (4 pages)View decision -
Decision Reference DRN-4536027
20 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4536027 The complaint A company, which I will refer to as P, complains that Lloyds Bank Plc didn’t inform it that its capped rate was due to come to an end. What happened Everyone accepts that P borrowed money from Lloyds in May 2018. The loan agreement said that the loan had a 15 year... (4 pages)View decision
