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 380824 results
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Decision Reference DRN-5799988
30 Sep 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5799988 The complaint Mr A complains that Lloyds Bank PLC did not agree to his request that his hire purchase agreement be ended and a faulty car returned. What happened In January 2025 Mr A purchased a second hand car at a cost of £15,479. It was some 15 months old and was advertis... (3 pages)View decision -
Decision Reference DRN-5324790
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5324790 The complaint Mrs G complains that HSBC UK Bank Plc hasn’t reimbursed the money she’s lost to a scam. What happened Mrs G relied on the assistance of an acquaintance (‘the scammer’), who claimed to represent a legitimate company which assists with VISA applications and work ... (4 pages)View decision -
Decision Reference DRN-5040147
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5040147 The complaint Mr S complains Revolut Ltd won’t refund money he lost to a scam. Mr S is represented by a firm, but for ease I have only referred to Mr S in my decision. What happened The background to this complaint is well known to both parties so I will not repeat it in det... (3 pages)View decision -
Decision Reference DRN-5707869
30 Sep 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5707869 The complaint Mrs C complains about Millennium Insurance Company Limited (“Millennium”) for declining her claims for repairs to her sofa. She wants Millennium to accept the claims and recover the sofas. What happened Mrs C bought two leather sofas which were delivered to her... (3 pages)View decision -
Decision Reference DRN-5780762
30 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5780762 The complaint Mr H and Mrs H complain about Great Lakes Insurance Uk Limited (“Great Lakes”) for the way it has handled their claim for subsidence at their home. They want Great Lakes to pursue further investigation and underpinning, rather than vegetation management. What h... (3 pages)View decision -
Decision Reference DRN-5616515
30 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5616515 The complaint Mr B complains about the price quoted by Lloyds Bank General Insurance Limited (“Lloyds”) to renew his buildings insurance policy. What happened Mr B received a quote to renew his policy which he says was significantly higher than what he’d paid the previous y... (3 pages)View decision -
Decision Reference DRN-5719011
30 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5719011 The complaint Mrs T is unhappy Legal and General Assurance Society Limited declined a claim on her income protection policy. What happened Mrs T has a group income protection policy underwritten by Legal and General Assurance Society Limited (L&G) with a deferred period... (3 pages)View decision -
Decision Reference DRN-5738249
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5738249 The complaint Mr L and Mrs L have complained that Nationwide Building Society has failed to locate their account. What happened Mr L and Mrs L discovered an old account passbook for a Greenwich Building Society account. The last entry into the book was in 1973, and the balan... (2 pages)View decision -
Decision Reference DRN-5730069
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5730069 The complaint Mr S complained because Bank of Scotland plc, trading as Halifax, refused to refund him for transactions he said he didn’t make. What happened On 7 October 2022, Mr S rang Halifax. He said he’d received a text telling him he’d exceeded his credit card limit, s... (5 pages)View decision -
Decision Reference DRN-5760539
30 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5760539 The complaint Mr K is complaining that Aviva Insurance Limited has declined a claim he made on his buildings insurance policy. What happened In November 2024 Mr K contacted Aviva to say water had started coming through a ceiling cornice and didn’t know where it was coming fr... (4 pages)View decision
