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 360982 results
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Decision Reference DRN-5140059
5 Dec 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5140059 The complaint Miss A complains that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS) was of an unsatisfactory quality. When I refer to what Miss A or MBFS have said or done, it should also be taken to include thin... (5 pages)View decision -
Decision Reference DRN-5119199
5 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5119199 The complaint Mr M complains that Aviva Insurance Limited declined his theft claim under his travel insurance policy. What happened Mr M has the benefit of a travel insurance policy through his employer. Aviva is the insurer. He made a claim on the policy for his stolen gol... (3 pages)View decision -
Decision Reference DRN-5192379
5 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5192379 The complaint Mr B complains that National Westminster Bank Plc (NatWest) closed his account. He says he had issues repaying his overdraft on the closed account, this caused additional interest, charges and missed payment markers on his credit file as well as months of incon... (3 pages)View decision -
Decision Reference DRN-5144265
5 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5144265 The complaint Ms R complains Lloyds Bank PLC (“Lloyds”) removed her from a savings account held jointly at the time with her ex-husband. And by doing so, didn’t follow a court order by splitting the funds equally between both parties. Ms R is also unhappy that Lloyds didn’t ... (6 pages)View decision -
Decision Reference DRN-5186710
5 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5186710 The complaint Mrs K complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened In May 2022 Mrs K came across an advert on social media for a cryptocurrency investment platform, she says it appeared to be endorsed by a financi... (3 pages)View decision -
Decision Reference DRN-5156530
5 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5156530 The complaint Mr and Mrs E have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. As it is Mrs E leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr and Mrs E were taking a trip ... (2 pages)View decision -
Decision Reference DRN-5155438
5 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155438 The complaint Mr H complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest, fees and charges refunded plus statutory interest and any adverse information removed from his credit file. Mr H is represented by a third party but for eas... (3 pages)View decision -
Decision Reference DRN-5005221
5 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5005221 The complaint C, a limited company, complains that Barclays Bank UK PLC unfairly closed its business account. C is represented by its director, who I’ll refer to as “Mr M”. What happened Mr M opened his business account with Barclays in February this year. The following mont... (2 pages)View decision -
Decision Reference DRN-5101821
5 Dec 2024 Protector Insurance UK Not upheldInsuranceDRN-5101821 The complaint Mr H complains about Protector Insurance UK’s handling of a claim he made under his block home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the key is... (3 pages)View decision -
Decision Reference DRN-5148150
5 Dec 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5148150 The complaint Mr N is unhappy Casualty & General Insurance Company (Europe) Ltd turned down a claim he made on his pet insurance policy. What happened Mr N took out pet insurance with CGIE in October 2023. In April 2024 he claimed on his policy for treatment his dog had ... (3 pages)View decision
