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-5555700
10 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5555700 The complaint Mr S complains about Liverpool Victoria Insurance Company Limited’s handling of a claim he made on his home insurance policy. Liverpool Victoria Insurance Company Limited (LV) has been represented on the claim by its agents. All references to LV include its age... (4 pages)View decision -
Decision Reference DRN-5645812
10 Jul 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5645812 The complaint Mr G complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) sent him inconsistent information about his direct debit payment date for a pet insurance policy he didn’t want to renew. Where I refer to C&G, this includes the actions ... (2 pages)View decision -
Decision Reference DRN-5682805
10 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5682805 The complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund them for money they lost to a purchase scam. What happened I’m not going to cover all the points raised in detail. The view of 6 January 2025 covered the timeline of... (4 pages)View decision -
Decision Reference DRN-5534262
10 Jul 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5534262 The complaint Miss K complains Capquest Debt Recovery Limited have failed to prove they’re legally entitled to ask her to repay the debt they’ve contacted her about. What happened As I understand it, the debt was originally a credit card account with a company I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5515380
10 Jul 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5515380 The complaint Mr S complains ACI-UK Limited won’t provide him with information to prove they’re entitled to collect on his debt. What happened As I understand it, Mr S took out a loan with a company I’ll refer to as T for £10,000. Unfortunately, it seems Mr S wasn’t able to ... (3 pages)View decision -
Decision Reference DRN-5534411
10 Jul 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5534411 The complaint Miss F complains Link Financial Outsourcing Limited and others have unnecessarily contacted her about repaying her debt. The communications all had different wording, and all asked her to call them which she can’t do. What happened As I understand it Miss F had... (4 pages)View decision -
Decision Reference DRN-5664896
10 Jul 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5664896 The complaint Mr K is unhappy that Great Lakes Insurance UK Limited decided to remove cover for pre- existing conditions on his travel insurance policy. What happened Mr K had an annual travel insurance policy which covered him for a number of pre-existing medical conditions... (3 pages)View decision -
Decision Reference DRN-5434196
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5434196 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds he lost when he says he fell victim to a scam. What happened In May 2024 Mr H’s representative sent a letter of complaint to Barclays asking it to reimburse over £50,000 he had se... (2 pages)View decision -
Decision Reference DRN-5532079
10 Jul 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5532079 The complaint Mr E complains Lowell Portfolio I Ltd have asked him to repay debts he doesn’t think he owes at this point. Another company owned these accounts, but Lowell took over them within the last few years so I’ll just refer to them in this decision. What happened Mr E... (3 pages)View decision -
Decision Reference DRN-5620190
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5620190 The complaint Mr M complains about Barclays Bank UK PLC (Barclays) when he attempted to open a bank account, and how they treated him afterwards. What happened In March 2025, Mr M went to a hub of Barclays to enquire about opening an account, and was given information but t... (2 pages)View decision
