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 360982 results
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Decision Reference DRN-5318136
20 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5318136 Complaint Mr H is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background The background to this complaint is well known to the parties, so I don’t intend to repeat it in full here. By way of summary, Mr H fell victim to an... (2 pages)View decision -
Decision Reference DRN-5305157
20 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5305157 The complaint Mr F complains about how Advantage Insurance Company Limited settled a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr F holds a motor insurance policy with Advantage. When he was involved in an accident... (2 pages)View decision -
Decision Reference DRN-5252558
20 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5252558 The complaint Mrs O complains that BMW Financial Services (GB) Limited was irresponsible in its lending to her. She wants all interest and charges she has paid under her hire purchase agreements refunded along with 8% simple interest. She also wants any adverse information r... (3 pages)View decision -
Decision Reference DRN-5335330
20 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5335330 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). He says Options shouldn’t have accepted business fro... (42 pages)View decision -
Decision Reference DRN-5268504
20 Feb 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5268504 The complaint Mr M has complained that Zurich Insurance Company Ltd declined a claim he made on a travel insurance policy. The complaint involves the actions of the claim administrators, acting on behalf of Zurich. To be clear, when referring to Zurich in this decision I am... (3 pages)View decision -
Decision Reference DRN-5134251
20 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5134251 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In February 2023, Miss W was supplied with a used car through a hire purchase agreement with Start... (4 pages)View decision -
Decision Reference DRN-5197697
20 Feb 2025 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-5197697 The complaint Mr N complains that Paysafe Financial Services Limited (trading as Neteller) decided to close his account without providing an explanation. What happened The circumstances that led to this complaint are well known to both parties. As such, I’ll provide only an... (3 pages)View decision -
Decision Reference DRN-5291463
20 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5291463 The complaint This complaint is brought by Ms K, who is the sole executrix of the estate of Mr C. Her complaint is that Nationwide Building Society will not provide her with all the information she needs to administer the estate – specifically, to bring claims on its behalf.... (2 pages)View decision -
Decision Reference DRN-5310026
20 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5310026 The complaint Mr B has complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under his home insurance policy. Mr B was represented in this claim, but for ease, I will normally only refer to him. What happened Mr B contacted Lloyds to make... (3 pages)View decision -
Decision Reference DRN-5286150
20 Feb 2025 Refundee Limited UpheldClaims ManagementDRN-5286150 The complaint Mr G complains as a director of F, a limited company, about the service he received from Refundee Limited while representing him in complaints to do with a scam. What happened In mid-2023, Mr G engaged the services of Refundee after becoming a victim of an Auth... (3 pages)View decision
