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 366874 results
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Decision Reference DRN-5157798
14 Mar 2025 Sky UK Limited Not upheldConsumer CreditDRN-5157798 The complaint Mr P has complained Sky UK Limited placed late payment markers on his credit record whilst he doesn’t believe these were late payments. What happened Mr P is upset that late payment markers have been added to his credit record. These relate to payments that wer... (2 pages)View decision -
Decision Reference DRN-5134254
14 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5134254 The complaint Mr F says Royal London Mutual Insurance Society Limited gave him incorrect information about his tax liability when he was exploring cashing in a ‘small pot’ personal pension. What happened There’s broad agreement between the parties about what happened in thi... (6 pages)View decision -
Decision Reference DRN-5184630
14 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5184630 The complaint Mr O has complained Clydesdale Financial Services Limited, trading as Barclays Partner Finance, is continuing to hold him liable for repayment under a consumer credit agreement despite him never receiving the item. What happened Mr O ordered an iPhone in 2023. ... (2 pages)View decision -
Decision Reference DRN-5358550
14 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5358550 The complaint A charity, which I will refer to as T, complains about the handling and settlement of its commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened Both parties are aware of the circumstances of this complaint. So, the follow... (4 pages)View decision -
Decision Reference DRN-5396649
14 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5396649 The complaint Mr M complained because Kroo Bank Ltd refused to refund him for transactions which he said he hadn’t authorised. Mr M also complained because Kroo later closed his account. That complaint is being dealt with separately, and this decision is only about the disp... (4 pages)View decision -
Decision Reference DRN-5353186
14 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5353186 The complaint Mr A has complained that Tesco failed to transfer one year’s No Claims Discount (NCD) when he bought a car insurance policy with it. What happened Mr A bought a car insurance policy with Tesco in November 2023. As the renewal date approached, Mr A shopped aroun... (2 pages)View decision -
Decision Reference DRN-5237381
14 Mar 2025 Kennett Insurance Brokers Limited Not upheldInsuranceDRN-5237381 The complaint A limited company, which I will refer to as Y, complains about the arrangement of its commercial insurance policy by Kennett Insurance Brokers Limited. What happened Both parties are aware of the circumstances leading to this complaint, so the following is inte... (4 pages)View decision -
Decision Reference DRN-5395868
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5395868 The complaint Mr D and Mrs T complain that National Westminster Bank Plc failed to protect their account when Mr D fell victim to a scam. And that it then unfairly closed this account. What happened While this complaint involves a joint account shared by Mr D and Mrs T, it’s... (3 pages)View decision -
Decision Reference DRN-5367692
14 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5367692 The complaint Ms D complains that Aioi Nissay Dowa Insurance UK Limited (Aioi) unfairly declined a claim he made on her motor insurance policy. She’s also unhappy it cancelled her policy. Reference to Aioi includes its agents. What happened Ms D held a motor insurance policy... (4 pages)View decision -
Decision Reference DRN-5344246
14 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5344246 The complaint N, a limited company, complains that Barclays Bank UK PLC took a large sum of money from their business current account, to pay a loan. This left them unable to pay their staff’s wages. They’d like adequate compensation. What happened The background to this co... (2 pages)View decision
