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-4990064
23 Oct 2024 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-4990064 The complaint Mr and Mrs F are unhappy with what AXA XL Insurance Company UK Limited did after they claimed on the liability section of their self-build insurance policy. Although the policy is in joint names as this complaint has been brought by Mr F, I’ll mainly refer to h... (4 pages)View decision -
Decision Reference DRN-4931287
23 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4931287 The complaint Mr and Mrs L complain Lloyds Bank PLC (“Lloyds”) defaulted their business account and closed it after sending them a formal demand letter. Mr and Mrs L say Lloyds failed to communicate fairly by not sending its notice and other correspondence by email or phone.... (4 pages)View decision -
Decision Reference DRN-5067155
23 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5067155 The complaint Mrs J complains about the service she received from Bank of Scotland plc trading as Halifax when she called it to make a bill payment. What happened In June 2024 Miss J called Halifax and asked it to make a bill payment. The call cut off before she could confir... (2 pages)View decision -
Decision Reference DRN-4450867
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4450867 The complaint Mr W is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In early 2023 ... (9 pages)View decision -
Decision Reference DRN-4833751
23 Oct 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4833751 The complaint Mr F complains Hargreaves Lansdown Asset Management Limited (‘HL’) didn’t sell rights he acquired from a corporate action and about the information given prior to purchasing the affected shares. What happened Mr F has a Stocks and Shares ISA with HL which he h... (4 pages)View decision -
Decision Reference DRN-5006163
23 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5006163 Complaint Mr and Mrs A complain that Lloyds Bank PLC didn’t do more to protect them when they were targeted by a fraudster. Although this is a joint complaint, the fraudster mainly interacted with Mrs A and so I’ve tended to refer to her throughout the text of this decision.... (17 pages)View decision -
Decision Reference DRN-5025022
23 Oct 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5025022 The complaint Mr B and Ms C are unhappy with what DAS Legal Expenses Insurance Company Limited did after they made two separate claims on their legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mr B, for ease I’ll ma... (5 pages)View decision -
Decision Reference DRN-4973501
23 Oct 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4973501 The complaint Mrs S complained about Aviva Life & Pensions UK Limited (Aviva). She said Aviva failed to contact her to let her know it hadn’t received a form from her, that she sent in to reduce the premium she paid on her life assurance policy. She said because of this,... (3 pages)View decision -
Decision Reference DRN-5101153
23 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5101153 The complaint Mrs A has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims she’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs A has been represe... (3 pages)View decision -
Decision Reference DRN-5020614
23 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5020614 The complaint Mr M is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim made on a group income protection insurance policy. What happened Mr M had the benefit of a group income protection insurance policy (‘the policy’). Subject to the re... (4 pages)View decision
