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-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 -
Decision Reference DRN-5059581
4 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5059581 The complaint The estate of Mr W complaints TSB Bank plc failed to update the account in relation to Mr W’s passing and allowed transactions and direct debits to be withdrawn after the account should’ve been blocked. This complaint has been brought by the late Mr W’s wife on... (2 pages)View decision
