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-5337443
10 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5337443 The complaint Mr F and Mrs F have complained that Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) unfairly declined a claim under their home insurance policy. What happened Mr F and Mrs F’s boiler was losing pressure. So, they arranged for a plumber to loc... (3 pages)View decision -
Decision Reference DRN-5380608
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5380608 The complaint Mr E complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. He wants the interest he has paid on his account refunded. What happened Mr E was provided with an Aqua credit card by NewDay in November 2020. The initial credit limit ... (6 pages)View decision -
Decision Reference DRN-5350805
10 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5350805 The complaint Mr C is unhappy AXA Insurance UK Plc recorded information on an external database about an incident he reported – but didn’t claim for. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full detail he... (2 pages)View decision -
Decision Reference DRN-5382821
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382821 The complaint Mr L complains that NewDay Ltd irresponsibly lent to him. Mr L is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happened Mr L w... (6 pages)View decision -
Decision Reference DRN-5382552
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5382552 The complaint S, a limited company, complains that Starling Bank Limited (“Starling”) won’t refund money its director lost to a scam. S is represented by its director - Mr P - and I have sometimes referred to him throughout this decision for ease. What happened The detaile... (9 pages)View decision -
Decision Reference DRN-5318715
10 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5318715 The complaint Mr H complains that ReAssure Limited unreasonably delayed the transfer of some pension savings between pension plans he held with the firm. What happened Mr H held pension savings with ReAssure in two separate pension plans. Those plans were administered by sep... (4 pages)View decision -
Decision Reference DRN-5095029
10 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5095029 The complaint Mr H complains that HSBC UK Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr H is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as be... (3 pages)View decision -
Decision Reference DRN-5092865
10 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5092865 The complaint Mr H complains TSB Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr H is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made ... (3 pages)View decision -
Decision Reference DRN-5331700
10 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5331700 The complaint Ms M is complaining about the amount U K Insurance Limited (‘UKI’) has paid after she made a claim on her contents insurance policy. What happened In November 2022 Ms M contacted UKI to say her house had been burgled and looked to claim for the loss from her co... (3 pages)View decision -
Decision Reference DRN-5319860
10 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5319860 The complaint Ms K complains that, although she only missed a mortgage payment to Bank of Scotland plc trading as Halifax by a few days, Halifax has recorded this as over a month late. Ms K wanted Halifax to remove this mark from her credit file. What happened Ms K said she ... (3 pages)View decision
