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 367300 results
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Decision Reference DRN-5353572
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5353572 The complaint Mr L complained because Lloyds Bank Plc refused to refund him for a cash withdrawal which he said he didn’t make. What happened In the early evening of 30 July 2024, Mr L rang Lloyds to dispute a £600 cash machine withdrawal which had debited his account that ... (3 pages)View decision -
Decision Reference DRN-5389351
16 May 2025 Gain Credit LLC UpheldConsumer CreditDRN-5389351 The complaint Mr L complains that Gain Credit LLC, trading as Lending Stream, lent to him irresponsibly. What happened In February 2024, Mr L took one loan with Lending Stream; it was for £120, repayable over a term of six months, with five monthly instalments of around £40,... (3 pages)View decision -
Decision Reference DRN-5539065
16 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5539065 Complaint Mrs N complains that Volkswagen Financial Services UK Limited (trading as “Audi” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. She also says that she fail... (6 pages)View decision -
Decision Reference DRN-5511922
16 May 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5511922 The complaint Miss L complains about First Central Underwriting Limited’s (“FCUL”) liability decision following a claim against her car insurance policy. Miss L’s complaint has been brought by a representative – who I’ll refer to as Mrs L. What happened Miss L says, as she... (3 pages)View decision -
Decision Reference DRN-4987622
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4987622 The complaint Mr G complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, I understand that between February and April 202... (9 pages)View decision -
Decision Reference DRN-5497689
16 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5497689 The complaint Mr and Mrs R complain about various aspects of Zurich Insurance PLC’s (‘Zurich’) handling of a claim made on their buildings insurance policy. References to Zurich include its agents. What happened The events of this claim will be well known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5481915
16 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5481915 The complaint Mrs S has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) handled a claim under her landlord insurance policy for damage caused by a water leak. What happened On 20 January 2024 Mrs S made a claim to RSA for damage caused by a le... (3 pages)View decision -
Decision Reference DRN-5429019
16 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5429019 The complaint Mr R complains that Aviva Life & Pensions UK Limited (“Aviva”) will not allow him to take his pension benefits in the form of drawdown or transfer them to another provider. And he also complains that Aviva incorrectly sent some personal information about hi... (4 pages)View decision -
Decision Reference DRN-5563150
16 May 2025 Equiniti Financial Services Limited UpheldInvestmentsDRN-5563150 The complaint Mr W, the executor of the estate of Mrs B, complains about the way Equiniti Financial Services Limited has handled dividends paid on shares the late Mrs B had held. He says Equiniti didn’t do enough to pay the dividends to the estate, and only did so when he ch... (3 pages)View decision -
Decision Reference DRN-5051422
16 May 2025 Threadneedle Investment Services Limited Not upheldInvestmentsDRN-5051422 The complaint Mr C has complained about the decision made by Threadneedle Investment Services Limited trading as Columbia Threadneedle Investments (“Columbia”) to close a fund he held investments in – the CT American Extended Alpha fund (“the fund”). He’s said he doesn’t agr... (3 pages)View decision
