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 363152 results
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Decision Reference DRN-4360623
12 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4360623 The complaint Mr M complains that Lloyds Bank PLC is insisting on him certifying and posting identification documents to reactivate a dormant account. What happened In June 2023, Mr M contacted Lloyds using its mobile messaging service to reactivate an account that had become d... (2 pages)View decision -
Decision Reference DRN-4600587
12 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4600587 The complaint Mr M complains about Aviva Insurance Limited’s (“Aviva”) decision to decline his claim under his home insurance policy. What happened Mr M noticed damage to his lounge ceiling which he says was caused by water escaping through the tiles in his ensuite shower. He r... (3 pages)View decision -
Decision Reference DRN-4673356
12 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4673356 The complaint Mr R and Ms G complain that Barclays Bank UK PLC wrongly processed a payment as one lump sum rather than four separate ones to HMRC. As a result Mr R says the full payment has not been credited to his tax account and he has suffered financial loss. The payment was... (3 pages)View decision -
Decision Reference DRN-4596594
12 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4596594 The complaint Mr P has complained about the way Zurich Insurance PLC handled his claims and that it withdrew its offer to renew a buildings insurance policy. What happened Mr P took out a buildings insurance policy with Zurich in September 2021 to cover a building which consist... (3 pages)View decision -
Decision Reference DRN-4652524
12 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4652524 The complaint Ms T complains that the value of her Stakeholder Personal Pension Plan (PPP) held with Scottish Widows Limited decreased in value significantly because of the lifestyling approach applied to her fund. Ms T also complains Scottish Widows delayed her request to tran... (6 pages)View decision -
Decision Reference DRN-4620092
12 Mar 2024 TTT Moneycorp Ltd UpheldBanking and PaymentsDRN-4620092 The complaint Mr K complains that TTT Moneycorp Ltd hasn’t refunded him after he fell victim to a holiday accommodation scam. What happened Mr K fell victim to a scam in April 2022 when trying to book accommodation abroad. I issued a provisional decision for this complaint on 1... (8 pages)View decision -
Decision Reference DRN-4662470
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4662470 The complaint Mr S, a sole trader, complains that National Westminster Bank Plc are unfairly pursuing him for repayment of a bounce back loan (“BBL”) that was actually taken out by a limited company, of which Mr S is the director. What happened Mr S opened a business current ac... (6 pages)View decision -
Decision Reference DRN-4526719
12 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4526719 The complaint Mrs F complains about Aviva Insurance Limited (Aviva), saying an engineer damaged a floor when attending her property to fix a leak under her home emergency policy. References to Aviva in this decision include their agents who provide services under the policy. Wh... (3 pages)View decision -
Decision Reference DRN-4421995
12 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4421995 The complaint Miss L complains that Monzo Bank Ltd won’t refund money she lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve deci... (2 pages)View decision -
Decision Reference DRN-4233805
12 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4233805 The complaint C complains that Barclays Bank UK PLC have repeatedly asked it to provide company information that Barclays either already holds or could source online, and that Barclays have threatened to close C’s accounts if it doesn’t comply with their requests. C is represen... (5 pages)View decision
