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 370903 results
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Decision Reference DRN-5353026
24 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5353026 The complaint Mrs H complained that The Royal London Mutual Insurance Society Limited mis-sold her a life assurance policy. What happened Mrs H took out a decreasing term life assurance policy with Royal London in October 2010. In 2023, having cancelled the direct debit, Mrs... (3 pages)View decision -
Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision -
Decision Reference DRN-5267750
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5267750 The complaint Mrs Q is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In early 202... (9 pages)View decision -
Decision Reference DRN-4330682
24 Feb 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4330682 The complaint Mr W has complained that he was charged a subscription for an eBay shop package, even though he was unable to make use of it because eBay Commerce UK Ltd (“eBay”) had placed a restriction on his account. What happened Mr W had a personal eBay Marketplace accou... (6 pages)View decision -
Decision Reference DRN-5310613
24 Feb 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5310613 The complaint Mr A has complained that Financial & Legal Insurance Company Ltd a claim made under his Gadget Insurance policy for a lost mobile phone. What happened The background to this complaint isn’t in dispute. In summary in September 2024 Mr A lost his iphone on a ... (2 pages)View decision -
Decision Reference DRN-5199414
24 Feb 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5199414 The complaint A, complains that Zempler Bank Limited decided to block its business account without providing an explanation and have not retuned the account balance. A’s complaint has been brought to our service by Mr B. What happened The circumstances that led to this com... (3 pages)View decision -
Decision Reference DRN-5306897
24 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306897 The complaint Mr B complains that Barclays Bank UK PLC blocked and then closed his accounts in January 2024. It then did not release funds to him until October 2024. What happened On 22 January 2024 Barclays blocked Mr B’s accounts with it, while it conducted a review. On 30... (2 pages)View decision -
Decision Reference DRN-5292739
24 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5292739 The complaint Mr S complains that Haven Insurance Company Limited (“Haven”) responded unfairly to his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, first regist... (3 pages)View decision -
Decision Reference DRN-5288029
24 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5288029 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) unfairly recorded a claim as opposed to a ‘notification-only’ incident against his motor insurance policy. What happened Mr A says another motorist reversed into his car. The other driver too... (3 pages)View decision -
Decision Reference DRN-5246562
24 Feb 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5246562 The complaint Mr C complains about the length of time it took The Prudential Assurance Company Limited (‘Prudential’) to deal with his serious illness and income protection claims. What happened Mr C holds an Essentials policy with Prudential. The policy provides a lump sum... (4 pages)View decision
