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 370149 results
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Decision Reference DRN-5597563
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5597563 The complaint Miss D has complained that Lloyds Bank PLC transferred her debt to a debt collection company without her knowledge. What happened Miss D’s account with Lloyds had a £400 overdraft limit. She went over the overdraft limit without authorisation from Lloyds. Afte... (2 pages)View decision -
Decision Reference DRN-5655338
30 Jun 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5655338 The complaint Mr M complains that Domestic & General Insurance Plc (“D&G”) unfairly handled a claim under his boiler care insurance policy. Any reference to Mr M and D&G includes respective agents and representatives. What happened The background of this complain... (3 pages)View decision -
Decision Reference DRN-5602852
30 Jun 2025 Hood Travel Limited Not upheldInsuranceDRN-5602852 The complaint Mr H has complained about the poor service he received from Hood Travel Limited whilst trying to purchase a travel insurance policy. What happened Mr H had called Hood on 11 November 2024 to obtain a quote for a single trip policy. When he rang again on 22 Nov... (2 pages)View decision -
Decision Reference DRN-5555839
30 Jun 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5555839 The complaint Mr R complains First Central Underwriting Limited’s response to a third-party claim against him was unreasonable. Mr R’s been represented for the complaint. For ease of reading, I’ve referred to the representative’s actions and comments as being Mr R’s own. W... (3 pages)View decision -
Decision Reference DRN-5596745
30 Jun 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5596745 The complaint Mrs L, acting as attorney on behalf of Mr M , complains about the service provided by National Savings and Investments (‘NS&I’) in connection with a bond application. Mrs L is authorised to bring this complaint. What happened Mr M had a six-figure amount ... (3 pages)View decision -
Decision Reference DRN-5265247
30 Jun 2025 Barnett Waddingham LLP UpheldPensions and AnnuitiesDRN-5265247 The complaint Mr J complains that Barnett Waddingham LLP (‘BW’) made a mistake while administering his self-invested personal pension (‘SIPP’) and dis-invested him from one of his holdings. He is unable to take out the same investment again as it is closed to new business. T... (7 pages)View decision -
Decision Reference DRN-5259533
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5259533 The complaint Mr G is unhappy Revolut Ltd (“Revolut”) hasn’t reimbursed him after he fell victim to an investment scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mr G has bee... (3 pages)View decision -
Decision Reference DRN-5487241
30 Jun 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5487241 The complaint Mr B has complained about Acromas Insurance Company Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr B made a claim under his motor insurance policy and ... (2 pages)View decision -
Decision Reference DRN-5370441
30 Jun 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5370441 The complaint Mr H is unhappy Astrenska Insurance Limited declined his claim. What happened Mr H had an income protection policy underwritten by Astrenska. He left his employment following a difficult time. His employer had raised concerns about his performance - he’d had ... (3 pages)View decision -
Decision Reference DRN-5655807
30 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5655807 The complaint Mr O complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”). What happened Mr O acquired a used car through a hire purchase agreement with Alphera in June 2024. The price wa... (5 pages)View decision
