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 381196 results
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Decision Reference DRN-4907845
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4907845 The complaint Mrs A and Mr Q complain that Lloyds Bank PLC (“Lloyds”) held them liable for a failed cash withdrawal. What happened I’ll mainly refer to Mr Q throughout this complaint for ease of reading as it was him who was involved with the claim for a refund made to Lloyd... (3 pages)View decision -
Decision Reference DRN-4771162
22 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-4771162 The complaint Mr A has complained about AXA Insurance UK Plc’s approach with regards to a claim under his home insurance policy for what he thinks is damage caused by subsidence. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5263141
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5263141 The complaint Mr W has complained about how HSBC UK Bank Plc has recorded an account default with the credit reference agencies (‘CRAs’). What happened Mr W had a credit card with HSBC. In March 2018, it sent him a final demand notice. This gave him 28 days to repay the bala... (2 pages)View decision -
Decision Reference DRN-5215831
22 Jan 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5215831 The complaint Mr F has complained that St Andrew’s Insurance Plc unnecessarily delayed paying out a claim he made on his mortgage payment protection insurance (PPI) policy which resulted in him having to draw his occupational pension earlier at a reduced rate. What happened... (3 pages)View decision -
Decision Reference DRN-4788752
22 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4788752 The complaint Mr V complains Wise Payments Limited won’t reimburse £1,500 that he lost when he fell victim to an employment scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Wise ought to have m... (1 page)View decision -
Decision Reference DRN-5242167
22 Jan 2025 Blueberry Wealth Limited UpheldMortgagesDRN-5242167 The complaint Miss H and Mr P ‘s complaint is about customer service in relation to a mortgage application made through Blueberry Wealth Limited trading as Blueberry Mortgages (“Blueberry”). What happened I don’t need to set out the full background to the complaint. This is... (4 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN-5249176
22 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5249176 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and then increased the credit limits. What happened Mr G applied for a Marbles credit card with NewDay in November 2015. In his application, Mr G said he wa... (3 pages)View decision -
Decision Reference DRN-5272198
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5272198 The complaint Miss H1 and Miss H2 complain because AXA PPP Healthcare Limited (‘AXA PPP’) declined claims made under a private medical insurance policy and retrospectively added exclusions to the policy. Miss H1 and Miss H2’s complaint has been brought to us by a representat... (6 pages)View decision -
Decision Reference DRN-5266144
22 Jan 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5266144 The complaint Mr P is unhappy that Skipton Building Society (“SBS”) wouldn’t update his grandchildren’s passbooks when he took them into branch. What happened Mr P went into an SBS branch and asked them to update the account passbooks for accounts held by his adult grandchil... (2 pages)View decision
