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 365360 results
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Decision Reference DRN-5275485
7 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5275485 The complaint Mrs L is unhappy with the service provided by Lloyds Bank General Insurance Limited (Lloyds) following a claim made under the contents section of her home insurance policy. Lloyds is the underwriter of this policy. Part of this complaint concerns the actions o... (4 pages)View decision -
Decision Reference DRN-5314539
7 Feb 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5314539 The complaint Miss S says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank (CCB), failed to carry proportionate affordability checks before it lent to her. What happened Miss S took out a personal loan through a credit immediately from CCB fo... (5 pages)View decision -
Decision Reference DRN-5038683
7 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5038683 The complaint Mrs C is unhappy with how Royal & Sun Alliance Insurance Limited (RSA) has handled a claim for subsidence made under her building insurance policy. Any references to RSA include their agents. Mrs C is represented by her son, Mr C. What happened In early 2... (3 pages)View decision -
Decision Reference DRN-5214167
7 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5214167 The complaint Mr H complains that Scottish Widows Ltd (“SW”) refused to refund contributions he’d made to his employer pension, after he’d ceased working for that employer. What happened Mr H began working for his employer in around October 2023. This employer operated a Gro... (3 pages)View decision -
Decision Reference DRN-5122209
7 Feb 2025 Credit Resource Solutions Limited UpheldConsumer CreditDRN-5122209 The complaint Miss W complains that Credit Resource Solutions Limited (CRS) closed her account three times without giving a reason. What happened In January 2022 CRS was appointed as debt collector for a debt that Miss W owed her lender. Miss W had a debt management plan (D... (2 pages)View decision -
Decision Reference DRN-5298288
7 Feb 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5298288 The complaint Mr C has complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) administered a fixed sum loan agreement he’d taken out to buy a solar panel system. What happened The circumstances of the complaint are well kn... (5 pages)View decision -
Decision Reference DRN-4719853
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4719853 The complaint Miss N complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to a scam. She’s being represented. To keep things simple, I’ll refer to Miss N throughout this decision. What happened The background to this complaint is known to both parti... (3 pages)View decision -
Decision Reference DRN-5272525
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5272525 The complaint Mr H complains that Revolut Ltd didn’t stop payments going out of his account when he said he had problem gambling, that he’s lost thousands because of Revolut’s negligence and that Revolut won’t help him with chargebacks. What happened Mr H has an account with... (3 pages)View decision -
Decision Reference DRN-4777136
7 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4777136 The complaint Mr V complains about a decision taken by Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) to refuse a refund request he made. Mr V is being represented by his wife. To protect the anonymity of all the parties involved, I will refer to Mr V’s wife as... (3 pages)View decision -
Decision Reference DRN-5301982
7 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5301982 The complaint Ms B has complained that National Westminster Bank Plc (“NatWest”) gave her loans she couldn’t afford to repay because it didn’t carry out sufficient affordability checks before lending. What happened NatWest seems to have granted a total of five loans to Ms B... (6 pages)View decision
