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 381196 results
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Decision Reference DRN-5719758
28 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5719758 The complaint Mr and Mrs S are unhappy about the payments made by Lloyds Bank General Insurance Limited (“LBG”) and the delays caused when handling their claim following an escape of water. Mr and Mrs S had buildings and contents insurance underwritten by LBG. The policy was... (6 pages)View decision -
Decision Reference DRN-5699146
28 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5699146 The complaint Mrs E complains that HSBC UK Bank Plc trading as First Direct (First Direct) didn’t do enough to protect her against losing money to a scam. Mrs E has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs E herse... (3 pages)View decision -
Decision Reference DRN-5718271
28 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5718271 The complaint Mr C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2014, which resulted in him transferring an existing self-invested personal pension (‘SIPP’) to a SIPP with SJP. He also transferred an existing ISA to a new I... (17 pages)View decision -
Decision Reference DRN-5679244
28 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5679244 The complaint Mrs P complains that HSBC UK Bank Plc, trading as first direct, blocked her online shopping payment as it suspected fraud. What happened In March 2025 Mrs P completed an online shopping order. The merchant requested payment in the early hours of the morning in ... (2 pages)View decision -
Decision Reference DRN-5719151
28 Jul 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5719151 The complaint Miss K complains because Liverpool Victoria Financial Services Limited (‘LV’) declined her income protection insurance claim and cancelled her policy. What happened Miss K took out an income protection insurance policy provided by LV in December 2023. The polic... (4 pages)View decision -
Decision Reference DRN-5697831
28 Jul 2025 Society of Lloyd's Not upheldInsuranceDRN-5697831 The complaint Mr W complains that Society of Lloyd’s (“Lloyd’s”) is responsible for mishandling his claim on a breakdown insurance policy. What happened The subject matter of the insurance and the breakdown is a motorhome, first registered in 2001. For the year from Februa... (5 pages)View decision -
Decision Reference DRN-5698367
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5698367 The complaint Miss L complains Barclays Bank UK PLC’s IT outage meant she couldn’t make payments from her account and had to borrow money. What happened Miss L called Barclays to complain about the impact the IT outage had on her. Miss L said she was unable to transfer mon... (3 pages)View decision -
Decision Reference DRN-5708437
28 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5708437 The complaint Mr A complains about the way in which National Westminster Bank plc handled his claim for a refund when accommodation he rented was not of a satisfactory standard. He paid for the accommodation with his NatWest credit card. What happened In July 2024 Mr A booke... (5 pages)View decision -
Decision Reference DRN-5643768
28 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5643768 The complaint Mr and Mrs S are unhappy that Lloyds Bank General Insurance Limited (“LBG”) declined their claim for external storm damage and didn’t offer a full settlement for the internal damage. Mr and Mrs S are joint policyholders of buildings and contents insurance under... (4 pages)View decision -
Decision Reference DRN-5313100
28 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5313100 The complaint Ms N is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened On 6 March 2024, Ms N was supplied with a used car through a hire purchase agreement with Black Horse. The agree... (3 pages)View decision
