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-5507900
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5507900 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. She wants all interest and charges applied to her loan refunded along with interest and any adverse information removed from her credit fil... (3 pages)View decision -
Decision Reference DRN-5653997
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5653997 The complaint Mr P has argued that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases, he couldn’t afford to repay. What happened In January 2014 NewDay agreed a credit card with an initial £100 limit. The limit was then increased on the followi... (6 pages)View decision -
Decision Reference DRN-5609448
27 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5609448 The complaint Ms G complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) irresponsibly lent to her. What happened Ms G opened an account with Virgin Money on 19 June 2014 with a credit limit of £4,300. The limit has never been increased. The limit was reduced... (5 pages)View decision -
Decision Reference DRN-5606546
27 Jun 2025 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5606546 The complaint Miss R complains that CIGNA Europe Insurance Company SA-NV declined a claim under a dental insurance policy. What happened Miss R held dental insurance cover through her employer. The cover was provided by Cigna. Cigna withdrew from the market which meant that... (2 pages)View decision -
Decision Reference DRN-5431916
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5431916 The complaint Mr M complains that Lloyds Bank Plc is unfairly holding him liable for an overdraft debt incurred by a business that he no longer owns. What happened Mr M told us: In November 2020 he sold two businesses to third parties (who I will call Mr B and Mr D). One... (7 pages)View decision -
Decision Reference DRN-5567240
27 Jun 2025 Wakam Not upheldInsuranceDRN-5567240 The complaint Mrs P complained that Wakam unfairly declined her claim for the loss of a bracelet, under her home contents insurance policy. Mrs P is represented by Mr A. I’ll refer to Mrs P in my decision for ease. What happened Mrs P lost a bracelet. She contacted Wakam to ... (2 pages)View decision -
Decision Reference DRN-5598267
27 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5598267 The complaint Miss W complains that HDI Global Speciality SE (HDI) unfairly declined a claim under her pet insurance policy. Where I refer to HDI this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backg... (4 pages)View decision -
Decision Reference DRN-5401670
27 Jun 2025 Phoenix Life Limited Not upheldInsuranceDRN-5401670 The complaint Mrs T’s complained about the delays she experienced when trying to cash in the whole of life policy she held with Phoenix Life Limited. Mrs T has been represented in the complaint by a financial adviser. References in my decision to comments and submissions by... (3 pages)View decision -
Decision Reference DRN-5246888
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5246888 The complaint Mr B complains that Lloyds Bank Plc has declined to reimburse payments that he says were unauthorised. What happened While Mr B has a representative in bringing this complaint – for simplicity I’ll refer to Mr B in relation to comments made by him and on his be... (2 pages)View decision -
Decision Reference DRN-5205000
27 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5205000 The complaint Mr P is unhappy Zurich Assurance Ltd declined his claim. What happened Mr P has a group income protection policy through his employer. The policy is underwritten by Zurich. In June 2021 Mr P was diagnosed with Familia Alzheimer’s Disease. He continued working,... (3 pages)View decision
