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 385222 results
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Decision Reference DRN-5037897
11 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5037897 The complaint Mr F is unhappy that Kroo Bank Ltd has declined to refund disputed transactions that were made from his account. What happened In January 2023, whilst Mr F was on holiday in Colombia, he says he was drugged and his mobile phone and passport were stolen. The sto... (3 pages)View decision -
Decision Reference DRN-5438029
11 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5438029 The complaint Mr F complains that American Express Services Europe Limited (AESEL) failed to set up a direct debit on his account and recorded a late payment on his credit file. What happened In May 2024 Mr F applied for a British Airways American Express Premium Plus credit... (3 pages)View decision -
Decision Reference DRN-5477199
11 Apr 2025 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5477199 The complaint Mr F has complained about a transfer of his James Hay Administration Company Ltd self- invested personal pension (“SIPP”) to another Hartley Pensions SIPP in October 2019. The new SIPP was subsequently used to invest in high risk single company shares which now... (14 pages)View decision -
Decision Reference DRN-4996421
11 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4996421 The complaint Mr and Mrs S complain that Lloyds Bank PLC (Lloyds) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs S are being represented by a third party. To keep things simple, I will refer to Mr and Mrs S throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5364934
11 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5364934 The complaint Ms S and Mrs S complain about how Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they made on their home insurance policy following a burst pipe at their property. I will refer to Mrs S throughout my decision si... (5 pages)View decision -
Decision Reference DRN-5378965
11 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5378965 The complaint Mrs O complains that Starling Bank Limited (‘Starling’) registered a Cifas marker against her without due cause. What happened The details of this complaint are well known to both parties, so I will not go into every detail here. But, in summary, in September 2... (4 pages)View decision -
Decision Reference DRN-5477389
11 Apr 2025 Society of Lloyd's Not upheldInsuranceDRN-5477389 The complaint Mr L has complained that Society of Lloyd's has declined a claim made under his motor insurance policy. Mr L’s policy was underwritten by certain underwriters at Lloyds – but for simplicity here I will just refer to “Lloyds”. What happened The background t... (3 pages)View decision -
Decision Reference DRN-5472919
11 Apr 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5472919 The complaint Mrs D complains that Metro Bank PLC trading as RateSetter (“RateSetter”) lent to her in an irresponsible manner. What happened Mrs D was given a loan by RateSetter in February 2022. Mrs D borrowed £5,000 that she agreed to repay in 60 monthly instalments of £98... (3 pages)View decision -
Decision Reference DRN-5107686
11 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5107686 The complaint Mrs M is unhappy Starling Bank Limited (‘Starling’) hasn’t refunded her the money she lost after falling victim to an authorised push payment (‘APP’) investment scam. What happened The details of this case are well-known to both parties, so I don’t need to rep... (4 pages)View decision -
Decision Reference DRN-4939619
11 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4939619 The complaint Mrs E complains about Bank of Scotland plc trading as Halifax. She says that Halifax didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost as a result. What happened Mrs E received a phone ... (3 pages)View decision
