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-5269787
18 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5269787 The complaint Mr and Mrs D complain about the level of service received from Liverpool Victoria Insurance Company Limited (LV) following a storm damage claim under their buildings insurance policy. Reference to LV include its agents. What happened Mr and Mrs D held buildings... (3 pages)View decision -
Decision Reference DRN-5335679
18 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5335679 The complaint Mr S complained about the way Nationwide Building Society (Nationwide) dealt with a claim for a refund for services he’d paid for using his debit card. What happened Mr S called a travel agent I’ll call T to book a package holiday for flights and hotel accommo... (6 pages)View decision -
Decision Reference DRN-5338432
18 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5338432 The complaint Miss A 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) ... (8 pages)View decision -
Decision Reference DRN-4864636
18 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4864636 The complaint Mr F complains that Barclays Bank UK PLC won’t refund the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in s... (3 pages)View decision -
Decision Reference DRN-5277383
18 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5277383 The complaint Mr S is unhappy that Legal and General Assurance Society Limited (L&G) declined his income protection claim. What happened Mr S had a group income protection policy with his employer. The policy provides a benefit in certain circumstances after a deferred p... (3 pages)View decision -
Decision Reference DRN-5339429
18 Feb 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5339429 The complaint Mr L complains that Alwyn Insurance Company Limited (Alwyn) voided his motor insurance policy and didn’t pay his claim. What happened Mr L held a motor insurance policy with Alwyn. He contacted them in October 2024 to report a claim after being involved in a r... (4 pages)View decision -
Decision Reference DRN-5339482
18 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5339482 The complaint Miss B is complaining about Starling Bank Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, on 10 June 2024, Miss B fell victim to a cruel scam. She received a number of emails earlier in the day from various websit... (4 pages)View decision -
Decision Reference DRN-5336549
18 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5336549 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisio... (5 pages)View decision -
Decision Reference DRN-5337449
18 Feb 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5337449 The complaint Mr A complains that ClearBank Limited won’t refund the money he lost to a scam. Mr A holds a sole trader business bank account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent business here. For the most part, I’ve ... (4 pages)View decision -
Decision Reference DRN-5147184
18 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5147184 The complaint Mr P is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel investment scam. He says he responded to an online advert offerin... (6 pages)View decision
