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-4923606
14 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4923606 The complaint Mr and Mrs J complain that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund then the amount Mr J lost as the result of a scam. Mr and Mrs J are being represented by a third party. To keep things simple, I will refer to Mr and Mrs J throug... (4 pages)View decision -
Decision Reference DRN-5294510
14 Feb 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5294510 The complaint Mr H complains that AmTrust Specialty Limited declined to cover a claim on his legal expenses insurance policy. Where I refer to AmTrust Specialty Limited, this includes its agents and claims handlers acting on its behalf. What happened Mr H had a dispute with ... (2 pages)View decision -
Decision Reference DRN-5091794
14 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5091794 The complaint Mr S complains Nationwide Building Society refused to process a transaction after a monthly payment was missed. What happened Mr S has held a credit card with Nationwide for many years and usually pays the balance in full each month after receiving his stateme... (4 pages)View decision -
Decision Reference DRN-5080087
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080087 The complaint Mr B complains that Lloyds Bank PLC unfairly restricted and closed his account. What happened In March last year, following a notification that Mr B was the subject of a bankruptcy order, Lloyds restricted and closed his account after a two-month notice period.... (3 pages)View decision -
Decision Reference DRN-5199028
14 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5199028 The complaint Mr H has complained Lloyds Bank plc is holding him liable for a personal loan which he didn’t take out. What happened In April 2024 after his account was blocked, Mr H got in touch with Lloyds. He learnt that a personal loan had been taken out on 4 April 2024 f... (3 pages)View decision -
Decision Reference DRN-5290577
14 Feb 2025 Saga Services Limited Not upheldInsuranceDRN-5290577 The complaint Ms T complains about the price of her home insurance policy with Saga Services Limited. What happened Ms T holds a home insurance policy with Saga. She complains about the price of that policy following its renewal in 2023. She’s unhappy that the premium is rou... (2 pages)View decision -
Decision Reference DRN-5132114
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5132114 The complaint A charity, which I will refer to as W, complains that Metro Bank Plc allowed large amounts of money to be sent from W’s account without any security checks. What happened W’s representatives told us: W is a small charity which often sends small payments to ... (3 pages)View decision -
Decision Reference DRN-5104580
14 Feb 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5104580 The complaint Mr I complains about the decision by Helvetia Global Solutions Ltd to turn down an unemployment claim made under his income protection policy. What happened Mr I held unemployment cover with Helvetia under his income protection policy. The policy started on 8 ... (2 pages)View decision -
Decision Reference DRN-5117020
14 Feb 2025 ReAssure Limited UpheldInsuranceDRN-5117020 The complaint The complaint concerns a whole of life policy administered by ReAssure Limited and held in trust. The trustees are unhappy that medical underwriting prevented its reinstatement following it being made paid-up. What happened The background to the complaint will ... (3 pages)View decision -
Decision Reference DRN-4914256
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4914256 The complaint Mr S has complained Metro Bank PLC won’t refund card transactions made using Apple Pay he didn’t make. What happened In March 2024 Mr S received a message from Metro asking whether he recognised a card transaction for £191.64 made to an online marketplace. He c... (3 pages)View decision
