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-5320753
12 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5320753 The complaint Mr M on behalf of Company B complains that Lloyds Bank PLC (“Lloyds”) failed to properly pursue a chargeback. Mr M is bringing the complaint in his capacity as director of Company B, so I will be referring to him throughout the decision where necessary. What ha... (2 pages)View decision -
Decision Reference DRN-5509209
12 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5509209 The complaint Ms S has complained about the damage charges Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions applied when she returned her car. What happened Ms S entered into a car finance agreement with Novuna. However, when she returned the car, she was cha... (1 page)View decision -
Decision Reference DRN-5497217
12 May 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5497217 The complaint Mr K complains that Evolution Insurance Company Limited (Evolution) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr K held a home emergency insurance policy with Evolution. He made a claim due to an electrical issue at h... (2 pages)View decision -
Decision Reference DRN-5198029
12 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198029 The complaint Mr S complains Revolut Ltd acted unfairly by not refunding a payment he made towards tickets, using his debit card. What happened In January 2024 Mr S purchased two football tickets online, from a company I’ll refer to as F. He paid a total of £340 using his Re... (3 pages)View decision -
Decision Reference DRN-5418405
12 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5418405 The complaint Mr V complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under his pet insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened... (4 pages)View decision -
Decision Reference DRN-5446683
12 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5446683 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to contact him by phone to discuss his policy renewal when he had opted out of automatic renewal and contact by phone in general. What happened The claim and complaint circums... (4 pages)View decision -
Decision Reference DRN-5535038
12 May 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5535038 The complaint Mr B has complained that the Barclays Bank Plc trading as Barclaycard business customer credit card app provides false or misleading information about the balance on the card. What happened Mr B is a sole trader and has a Barclaycard account. However, when he u... (1 page)View decision -
Decision Reference DRN-5539213
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5539213 The complaint Mr T complains that NewDay Ltd, trading as Aqua, failed to present a cheque he sent to them for payment. What happened I issued my provisional decision on this complaint in April 2025. An extract from that provisional decision is set out below. In August 2024 M... (4 pages)View decision -
Decision Reference DRN-5536742
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5536742 The complaint Mr C has complained that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limit. What happened Mr C had a Barclaycard. However, his limit was lowered from £7,500 to £450. He was told he could apply for it to be increased again, but this w... (2 pages)View decision -
Decision Reference DRN-5462297
12 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5462297 The complaint Mr Y complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and all adverse information regarding this account removed from his credit file. Mr Y is represented by a ... (3 pages)View decision
