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 364862 results
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Decision Reference DRN-5281915
5 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5281915 The complaint Miss H is unhappy Casualty & General Insurance Company (Europe) Ltd (CGIE) turned down a claim she made on her pet insurance policy. What happened In June 2024 Miss H made a claim on her policy for veterinary costs incurred in treating her dog for pancreat... (2 pages)View decision -
Decision Reference DRN-5127459
5 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5127459 The complaint Mrs H complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. What happened In 2016, Mrs H first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In 2019, she made a further set of investments b... (7 pages)View decision -
Decision Reference DRN-5308951
5 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5308951 The complaint Mrs E and Mr T complain because Vitality Health Limited (‘Vitality’) refused to pay for certain physiotherapy sessions under their private medical insurance policy. What happened Mrs E and Mr T were insured under a private medical insurance policy, provided by ... (5 pages)View decision -
Decision Reference DRN-5244142
5 Feb 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5244142 The complaint Mr F complained about Halifax Share Dealing Limited trading as Lloyds Bank Direct Investments (Lloyds). He said it didn’t carry out his instructions, when he contacted it in 2021 to invest his money into shares. He said it made mistakes and because of this he h... (3 pages)View decision -
Decision Reference DRN-5038888
5 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5038888 The complaint Mr F is unhappy that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited was of an unsatisfactory quality. What happened In July 2023, Mr F was supplied with a used car through a conditional sale agreement with Hyundai. He ... (4 pages)View decision -
Decision Reference DRN-5117122
5 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5117122 The complaint Mr W complains that The Prudential Assurance Company Limited (“Prudential”) has failed to treat him fairly when he applied for a transitional tax-free amount certificate (“TTFAC”). What happened Mr W has been assisted in making his complaint by his financial ad... (3 pages)View decision -
Decision Reference DRN-5214051
5 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5214051 The complaint Mr R complains that Vanquis Bank Limited lent to him irresponsibly. What happened Vanquis provided Mr R with a credit card account in November 2011. Initially, his credit limit was set at £500; Mr R’s credit limit was then increased four times in the years that... (3 pages)View decision -
Decision Reference DRN-5310466
5 Feb 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5310466 The complaint P, a limited company complains that The Co-operative Bank Plc (Co-operative) blocked its accounts. P’s complaint has been brought to our service by its director, Miss B. What happened The detailed background to this complaint is well known to both parties. As... (6 pages)View decision -
Decision Reference DRN-5154060
5 Feb 2025 Grattan Plc Not upheldConsumer CreditDRN-5154060 The complaint Mr D complains that Grattan Plc changed the terms of the Running Account Credit agreement he has with it without telling him and decreased his credit limit. Mr D also adds that he has had to pay interest on goods he purchased that are faulty. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5131469
5 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5131469 The complaint Miss B complains Kroo Bank Ltd recorded a misuse of facility marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened Miss B held an account with Kroo. On 26 June 2021, two payments for £80 and £40 were pa... (3 pages)View decision
