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 360264 results
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Decision Reference DRN-4853224
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4853224 The complaint Mr and Mrs T complain that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the money they lost when they say they fell victim to a scam. What happened Mr and Mrs T say that they were introduced to an investment opportunity with a company I’ll refer to as H in this ... (3 pages)View decision -
Decision Reference DRN-5171663
28 Nov 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5171663 The complaint Mrs I complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (6 pages)View decision -
Decision Reference DRN-4616146
28 Nov 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4616146 The complaint Mr M complains that Volvo Car Financial Services UK Limited (VCFS) executed a conditional sale agreement without his authority. What happened Around November 2022 Mr M ordered a new car from a trader I’ll call P. He was to finance the car with a conditional sal... (2 pages)View decision -
Decision Reference DRN-5172804
28 Nov 2024 QIC Europe Ltd UpheldInsuranceDRN-5172804 The complaint Mr R and Mrs R complain about QIC Europe Ltd’s decision to decline a claim they made after an escape of water at their home. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. I’d like to ass... (9 pages)View decision -
Decision Reference DRN-5167658
28 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5167658 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his personal pension to a small self-administered scheme (“SSAS”) in March 2015. Mr B says he can no longer access his pension and all benefits have been lost. His personal ... (10 pages)View decision -
Decision Reference DRN-4829937
28 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4829937 The complaint Ms R is unhappy with how AXA Insurance Plc (AXA) has handled a claim made under her commercial insurance policy. Any references to AXA include their agents. What happened The background to this complaint is well known to both parties, so I’ve only included a ... (2 pages)View decision -
Decision Reference DRN-4558376
28 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4558376 The complaint Mrs T (on behalf of E) is unhappy Starling Bank Limited (“Starling”) hasn’t refunded her, in full, the money she lost after falling victim to an Authorised Push Payment (“APP”) impersonation / safe account scam. What happened The details of this case have been... (7 pages)View decision -
Decision Reference DRN-4947323
28 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4947323 The complaint Miss F is unhappy that Legal and General Assurance Society Limited (L&G) declined her income protection claim. Miss F is being represented on this complaint. What happened Miss F has a group income protection policy with her employer. The policy provides a ... (4 pages)View decision -
Decision Reference DRN-5107179
28 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5107179 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard recorded his credit card account as in default. What happened In 2021, Mr C made a complaint to Barclaycard, saying he’d made a payment of £2,000 to his credit card account that Barclaycard could ... (3 pages)View decision -
Decision Reference DRN-5052803
28 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5052803 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money she lost in an investment scam. What happened What Mrs K says: Mrs K says she was introduced to investing with a firm (‘firm A’). Her friend said it was easy and she was m... (4 pages)View decision
