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 357004 results
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Decision Reference DRN-4662221
21 May 2024 Merlin Financial Services Limited UpheldPensions and AnnuitiesDRN-4662221 The complaint Mr W complains about the outcome of the review carried out by Merlin Financial Services Limited (“Merlin”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this... (10 pages)View decision -
Decision Reference DRN-4608439
21 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4608439 The complaint Mr C is unhappy with the customer service received from Lloyds Bank PLC (“Lloyds”) regarding the accounts he holds or manages with it. In particular, he is unhappy about a text message received from Lloyds in relation to a business account (“B”) ending in 3068. Wh... (3 pages)View decision -
Decision Reference DRN-4808507
21 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4808507 The complaint Mr D complains on behalf of Miss D that Bank of Scotland plc trading as Halifax (“Halifax”) refused a cheque payment from Miss D’s account on four occasions to cover her care home fees. What happened Miss D holds an account with Halifax. Mr D holds a registered la... (3 pages)View decision -
Decision Reference DRN-4512482
21 May 2024 Wakam UpheldInsuranceDRN-4512482 The complaint Mrs E complains that Wakam rejected a clam on her home insurance policy and said the policy was void. What happened Mrs E took out buildings and contents insurance for her home, underwritten by Wakam, in December 2021. In March 2023 Mrs E made a subsidence claim o... (3 pages)View decision -
Decision Reference DRN-4790362
21 May 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4790362 The complaint The estate of Mr F complain about AXA Insurance UK Plc (“AXA”) and the decision to decline the claim they made on the late Mr F’s home insurance policy, following an escape of water. Mr F’s son, also Mr F, has represented the estate during the claim and complaint ... (4 pages)View decision -
Decision Reference DRN-4808332
21 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4808332 The complaint Mr R complains that Aviva Insurance Limited provided poor customer service when dealing with his claim. There was a delay in providing a courtesy car, the repairs were unsatisfactory and he was charged for damage to the courtesy car. What happened In June 2023 Mr... (4 pages)View decision -
Decision Reference DRN-4801960
21 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4801960 The complaint Mr and Mrs S are unhappy that HSBC UK Bank Plc won’t reimburse money they lost to a scam. What happened On 17 April 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to respond before I issued my final decision. That p... (9 pages)View decision -
Decision Reference DRN-4796370
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4796370 The complaint Mr G complains Monzo Bank Ltd (Monzo) failed to pay the £50 compensation it agreed it would. What happened Mr G says he had an issue with Monzo as it failed to amend his email address which resulted in him incurring bank charges. Mr G says when he complained about... (2 pages)View decision -
Decision Reference DRN-4807617
21 May 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4807617 The complaint Ms R complains, through her solicitors, that she was mis-sold Dolphin loan note investments by an appointed representative (AR) of Equity for Growth (Securities) Limited (EFG). What happened It seems that Ms R signed up with Osborne Baldwin Ltd – which was trading... (19 pages)View decision -
Decision Reference DRN-4727359
21 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4727359 The complaint Ms S complains Zopa Bank Limited (Zopa) supplied her with a car that she believes wasn’t of satisfactory quality at supply. What happened In March 2023, Ms S entered into a 60 month agreement for a used car. The car’s cash price was around £20,500, it was register... (6 pages)View decision
