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-5170097
6 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5170097 The complaint Miss H complains that Legal and General Assurance Society Limited (L&G) hasn’t paid an incapacity claim she made on a personal income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply s... (5 pages)View decision -
Decision Reference DRN-5201122
6 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5201122 The complaint Miss K complains about the settlement that esure Insurance Limited offered her for the total loss of her car following a claim made on her motor insurance policy. And she’s also unhappy with how it handled her claim. What happened Miss K’s car was damaged in a... (3 pages)View decision -
Decision Reference DRN-4727248
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4727248 The complaint Mr B complains that Barclays Bank UK PLC won’t refund money he lost when he was the victim of a job scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (6 pages)View decision -
Decision Reference DRN-5195800
6 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195800 The complaint Mr M complained about the service provided by Monzo Bank Ltd (‘Monzo’) in relation to a transfer he wanted to make from his Monzo account to his account held with another bank. What happened Mr M attempted to transfer £5,000 from his Monzo account, using Monzo... (4 pages)View decision -
Decision Reference DRN-5241502
6 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241502 Complaint Mr T has complained about a credit card HSBC UK Bank Plc (trading as “First Direct”) provided to him. He says he shouldn’t have been provided with a credit card which had such a large credit limit given his existing debts. Background Mr T has also complained abou... (4 pages)View decision -
Decision Reference DRN-5241403
6 Jan 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5241403 The complaint Mr E complains that The Royal London Mutual Insurance Society Limited (Royal London) caused avoidable delays to his annuity purchase, leading to financial loss. He also complains that he received poor service from Royal London. Mr E is represented in his compla... (8 pages)View decision -
Decision Reference DRN-5224020
6 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5224020 The complaint Mr M is unhappy about the service received from Revolut Ltd (“Revolut”) when he questioned the updating of its app. In particular, Mr M was unhappy Revolut wouldn’t waive the delivery charge on his Revolut card and that his interactions with Revolut regarding t... (3 pages)View decision -
Decision Reference DRN-4869245
6 Jan 2025 Investec Bank PLC Not upheldMortgagesDRN-4869245 The complaint Mrs C and Mr C complain that Investec Bank PLC (Investec): Did not help them to understand the product they were applying for despite asking for clarification on several occasions. Increased the fees due after they were already committed and unable to switc... (4 pages)View decision -
Decision Reference DRN-5215067
6 Jan 2025 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5215067 The complaint Mr G’s complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a claim under his legal expense insurance policy. What happened In November 2022, Mr G submitted a claim to DAS for cover in relation to proceedings he wanted to take against a... (2 pages)View decision -
Decision Reference DRN-5220200
6 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5220200 The complaint Mr W says Lloyds Bank PLC irresponsibly lent to him. What happened Mr W took out a loan for £5,300 over 84 months on 14 July 2016. The monthly repayments were £68.38 and the APR was 9.6%. The loan was given to enable Mr W to repay his overdraft with Lloyds as t... (2 pages)View decision
