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 381196 results
-
Decision Reference DRN-5322277
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5322277 The complaint Miss O is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam. The complaint is brought on her behalf by a professional representative, but I’ll mainly refer to Miss O here. What happened Both parties are familiar with th... (3 pages)View decision -
Decision Reference DRN-5718726
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5718726 The complaint Mr M complained because Clydesdale Bank Plc, trading as Virgin Money: - refused to refund him for transactions he said he didn’t make; - cancelled his debit card and PIN after he said there had been fraudulent transactions on his account, and reissued them, an... (4 pages)View decision -
Decision Reference DRN-5832763
22 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5832763 The complaint Mrs M complains that Marshmallow Insurance Limited voided her motor insurance policy, kept all her premium and didn’t deal with her claim. Reference to Marshmallow includes its agents. What happened Mrs M held a motor insurance policy with Marshmallow. After sh... (4 pages)View decision -
Decision Reference DRN-5684427
22 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5684427 The complaint Mrs B complains that Barclays Bank UK Plc won’t refund her for payments she made from her account as part of an investment scam. Mrs B is being represented by a professional representative, but for ease of reading I’ll just refer to her. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5341691
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5341691 The complaint Mr T complains about a lack of transparency in relation to the exchange rate used by Lloyds Bank PLC (“Lloyds”) when he made an international payment. What happened Mr T had a current account with Lloyds. He made an international payment on the Lloyds app of 1... (3 pages)View decision -
Decision Reference DRN-5545189
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545189 The complaint Mr L complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) failed to cancel his cover as instructed, resulting in the involvement of a debt collector, under his home buildings insurance policy. What happened In November 2023 Mr L said he gave instru... (3 pages)View decision -
Decision Reference DRN-5830684
22 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5830684 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited trading as LV, has treated him unfairly when providing his insurance over a number of years. Mr K feels LV has accepted premiums for his insurance in the knowledge that his vehicles value was lowe... (4 pages)View decision -
Decision Reference DRN-5637358
22 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5637358 The complaint Mr and Mrs L complain that INTACT INSURANCE UK LIMITED declined a claim on their pet insurance policy. What happened Mr and Mrs L took out pet insurance for their pet dog. The policy is in their joint names but Mrs L has dealt with the claim and complaint, so I... (3 pages)View decision -
Decision Reference DRN-5749030
22 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5749030 The complaint Mr G complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened In October 2022 Mr G entered into a hire purchase agreement with OFS to acquire a used car. The ca... (3 pages)View decision -
Decision Reference DRN-5714358
22 Sep 2025 Integrated Financial Arrangements LTD UpheldPensions and AnnuitiesDRN-5714358 The complaint Mrs L complains about the amount of Tax-Free Cash (TFC) she has received from her INTEGRATED FINANCIAL ARRANGEMENTS LTD trading as Transact (Transact) pension. She says Transact told her she would be able to take 25% TFC from her pension, instead of making it c... (5 pages)View decision
