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 362716 results
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Decision Reference DRN-4008788
5 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4008788 The complaint Miss W complains that Lloyds Bank PLC hasn’t refunded her the money she lost as the result of a scam. What happened Miss W was the victim of a scam when she was tricked into taking out a Lloyds personal loan and then making a Faster Payment transfer for £22,500 fr... (6 pages)View decision -
Decision Reference DRN-4485088
5 Feb 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4485088 The complaint Mrs A complains that she was unable to make a withdrawal from her National Savings and investments (NS&I) account over the phone and that she was dissatisfied with its subsequent verification processes. What happened In September 2023 Mrs A attempted to make a... (2 pages)View decision -
Decision Reference DRN-4229135
5 Feb 2024 FACET INVESTMENT MANAGEMENT LTD UpheldInvestmentsDRN-4229135 The complaint Mr M says FACET INVESTMTENT MANAGEMENT LTD (‘FACET’) mismanaged his pension portfolio, causing a 39.5% (£87,230) loss between September 2019 and March 2022 (‘the period’). FACET disputes the complaint. What happened Mr M’s case is about the pension portfolio in hi... (8 pages)View decision -
Decision Reference DRN-4406820
5 Feb 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4406820 The complaint This complaint’s about a term extension that Mr T applied for on the buy-to-let (BTL) mortgage he holds with The Mortgage Works (UK) Plc (TMW). Mr T is unhappy at how long TMW took to consider the application, which was eventually turned down. He’s told us that if... (3 pages)View decision -
Decision Reference DRN-4573500
5 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4573500 The complaint Mr M and Mrs M have complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under a home insurance policy. What happened Mr M and Mrs M contacted LV to make a claim when their home was burgled. LV assessed the claim and requeste... (3 pages)View decision -
Decision Reference DRN-4303716
5 Feb 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4303716 The complaint Mr M has complained that Tesco Underwriting Limited (Tesco) declined a claim he made under his home insurance policy for landslide damage to an outbuilding. What happened Mr M holds a home insurance policy which is underwritten by Tesco. He made a claim to Tesco w... (3 pages)View decision -
Decision Reference DRN-4599464
5 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4599464 The complaint Mr R is unhappy with Ageas Insurance Limited’s handling and settlement of a claim he made for repairs to damaged underground drainage pipes at his property. What happened Mr R reported issues with his below ground drainage to Ageas – his home insurance provider. H... (5 pages)View decision -
Decision Reference DRN-4557964
5 Feb 2024 Vitality Health Limited Not upheldInsuranceDRN-4557964 The complaint Mrs R is unhappy that Vitality Health Limited declined a claim made on her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus o... (2 pages)View decision -
Decision Reference DRN-4572264
5 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4572264 The complaint Mr A complained because Barclays Bank UK PLC, trading as Barclaycard, refused to refund him for transactions he said he didn’t make. What happened On 2 January 2023, three transactions were made using Mr A’s Barclaycard. Two were to a retailer, paid in person at t... (3 pages)View decision -
Decision Reference DRN-4241465
5 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4241465 The complaint Ms C’s complaint arises out of a mortgage she used to hold with Nationwide Building Society. Ms C says that Nationwide failed to give her adequate notice of the expiry of the fixed interest rate product on her mortgage, nor any information about other interest rat... (4 pages)View decision
