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 369227 results
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Decision Reference DRN-5319905
4 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5319905 The complaint Mr M is complaining that Royal & Sun Alliance Insurance Limited (‘RSA’) has declined a claim he made on his commercial property insurance policy. Mr M has been represented in the handling of the claim and complaint. But for ease of reference I shall refer t... (3 pages)View decision -
Decision Reference DRN-5118604
4 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5118604 The complaint Mrs W complains that HSBC UK Bank Plc (‘HSBC’) did not reimburse the funds she lost to a scam. What happened Mrs W fell victim to a manipulative scam. She was contacted on 16 September 2023 by an individual she believed to be from HSBC, who she held her current... (8 pages)View decision -
Decision Reference DRN-5317997
4 Mar 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5317997 The complaint Mr M complains that Accord Mortgages Limited didn’t instruct a professional valuation of his property when he applied for a new interest rate product for his mortgage. Mr M says the valuation is too low. He couldn’t access lower interest rate products and asks ... (3 pages)View decision -
Decision Reference DRN-5260326
4 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5260326 The complaint Mr and Mrs E says Lloyds Bank PLC (“Lloyds”) refuses to refund them for a transaction on their account they say they didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, M... (3 pages)View decision -
Decision Reference DRN-5316248
4 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5316248 The complaint Ms M is unhappy with what Aviva Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened At the end of November 2023 Ms M made a claim on her policy. She said the managing agent of her property was seeking an injunction... (3 pages)View decision -
Decision Reference DRN-5255057
4 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5255057 The complaint Mr G complains The Co-operative Bank Plc (Co-op) treated him unfairly when it recorded a false application marker against him on a fraud database. He’d like the entry deleted. What happened Mr G applied for an account with Co-op in August 2021, but after the b... (2 pages)View decision -
Decision Reference DRN-5009771
4 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5009771 The complaint Mr G complains Bank of Scotland plc, trading as “Halifax”, refuses to refund him for direct debit transactions he says he didn’t authorise. What happened Mr G complains that he has been charged a monthly direct debit for over 11 years which he didn’t authorise.... (2 pages)View decision -
Decision Reference DRN-4720744
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4720744 The complaint Mr K complains about how Nationwide Building Society (“Nationwide”) handled a claim he made in relation to a transaction on his credit card. What happened Mr K purchased a four-day cruise holiday, through a company I’ll refer to as “S”, using his Nationwide cre... (5 pages)View decision -
Decision Reference DRN-5335436
4 Mar 2025 Aviva Health UK Limited Not upheldInsuranceDRN-5335436 The complaint Ms K, Mr S and Mrs S have complained that Aviva Health UK Limited won’t honour a quote to add Mrs S to a private medical insurance policy. As it is Ms K leading on the complaint, I will mostly just be referring to her in this decision. What happened Ms K cont... (2 pages)View decision -
Decision Reference DRN-5052481
4 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5052481 The complaint Mr and Mrs H have complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they made under their home insurance policy. Mr H has primarily dealt with things so, for ease of reading, I’ll refer to him only. What happened The ... (3 pages)View decision
