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 366874 results
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Decision Reference DRN-5470058
9 Apr 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5470058 The complaint Ms M complains about Lloyds Bank General Insurance Limited’s handling of a subsidence claim made under her buildings insurance policy. Any reference to Lloyds includes its agents. What happened Ms M holds buildings insurance cover with Lloyds. She made a subs... (4 pages)View decision -
Decision Reference DRN-5467359
9 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5467359 The complaint Mr G complains that Bank of Scotland plc, trading as Halifax, declined transactions he tried to make using a credit card they supplied. What happened On two occasions transactions Mr G tried to make using a credit card provided by Halifax, were blocked. He says... (2 pages)View decision -
Decision Reference DRN-5395098
9 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395098 The complaint Mrs R and Mr R complains about how Acromas Insurance Company Limited (Acromas) handled a claim under their motor insurance policy for damage to their vehicle. They say additional damage from an accident wasn’t repaired while their vehicle was in for repair, spe... (4 pages)View decision -
Decision Reference DRN-5152487
9 Apr 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5152487 The complaint Mr G’s complaint concerns eToro (UK) Ltd’s pricing charts. He’s unhappy they failed to work correctly and further, he says that an alternative suggested by his account manager gave him inaccurate information, leading him to incur a financial loss. What happened... (3 pages)View decision -
Decision Reference DRN-5243747
9 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5243747 The complaint Ms N is being represented by solicitors. She’s complaining about Wise Payments Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms N fell victim to a cruel cryptocurrency recovery scam. As I understand it, she’d pr... (4 pages)View decision -
Decision Reference DRN-5187855
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5187855 The complaint Ms N is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms N fell victim to a cruel cryptocurrency recovery scam. As I understand it, she’d previously tried to buy cryptocurrency in 2020 but ... (4 pages)View decision -
Decision Reference DRN-5471882
9 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5471882 The complaint Miss S complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a small car, first registered in 2014. On 27 March 2024, Miss S was 1... (4 pages)View decision -
Decision Reference DRN-5126351
9 Apr 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5126351 The complaint Mrs B complains that Scottish Widows Limited has failed to provide her with reasonable explanations for a change in the value of her pension investments. What happened Mrs B opened a retirement account with Scottish Widows in December 2013. When she opened that... (3 pages)View decision -
Decision Reference DRN-5408251
9 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408251 The complaint Mr P complains that HSBC UK Bank Plc (HSBC) won’t refund all the money he lost in an investment scam. What happened What Mr P says: Mr P was searching the internet for investment ideas. He wanted to earn more money to pay for his parents’ care fees. He was then... (6 pages)View decision -
Decision Reference DRN-5415821
9 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5415821 The complaint Mr D is unhappy with the service that he received from British Gas Insurance Limited (‘BG’) when a fault was discovered with his boiler during the annual boiler service and gas safety certification under his HomeCare insurance cover. In particular, Mr D wasn’t ... (3 pages)View decision
