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 360264 results
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Decision Reference DRN-5165215
25 Nov 2024 BUPA Insurance Limited UpheldInsuranceDRN-5165215 The complaint Mr K is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr K has a private medical insurance policy with BUPA. Mr K went to see his consultant first in December 2023 after a tumour was identified in his pan... (3 pages)View decision -
Decision Reference DRN-5168326
25 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5168326 The complaint Mr Z complains that First Central Underwriting Limited (“First Central”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car maker with a large p... (3 pages)View decision -
Decision Reference DRN-5125270
25 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5125270 The complaint Ms G complains that when transacting using her Revolut Ltd (“Revolut”) virtual GBP card through either Revolut’s or a third-party digital wallet on her phone, her GBP card is automatically switched to her EUR card with no option to cancel the transaction. This ... (3 pages)View decision -
Decision Reference DRN-5168297
25 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5168297 The complaint Mr K complains that Nationwide Building Society closed his bank accounts without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ev... (4 pages)View decision -
Decision Reference DRN-5015827
25 Nov 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5015827 The complaint Mr and Mrs M complain Lloyds Bank General Insurance Limited unfairly refused to cover their surveyor’s fees under their home insurance claim. What happened In October 2023 Mr and Mrs M’s home was damaged by a flood. They claimed against their Lloyds home insur... (2 pages)View decision -
Decision Reference DRN-4994745
25 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4994745 The complaint Mr and Mrs M’s complaint is about a mortgage account with Barclays Bank UK PLC. Mr M, who has dealt with the complaint throughout, says that, because of incorrect information provided by Barclays, he and Mrs M made the decision to sell their property and buy a... (3 pages)View decision -
Decision Reference DRN-5167570
25 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5167570 The complaint Ms M complains as the administrator of the estate of Ms V, her sister, that National Westminster Bank Plc hasn’t closed and transferred the funds from the late Ms V’s account. What happened Ms V sadly died in March 2023. As the administrator of her estate Ms M ... (3 pages)View decision -
Decision Reference DRN-4535373
25 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4535373 The complaint Mr A complains Revolut Ltd told him it would refuse to accept a payment sent to his account. Mr A says he wasn’t given a specific reason for any sanctions that applied, and Revolut should have made him aware it wouldn’t accept payments from Russia. Mr A adds R... (8 pages)View decision -
Decision Reference DRN-4893123
25 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4893123 The complaint Mr J complains that Creation Consumer Finance Ltd trading as Creation (“Creation”) incorrectly put his account into arrears. What happened Mr J took out credit with Creation to finance the purchase of a kitchen. The purchase was on a buy now pay later scheme –... (2 pages)View decision -
Decision Reference DRN-5127647
25 Nov 2024 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5127647 The complaint Mr B complains about a loan he applied for with Marks and Spender Financial Services Plc (MSFS). He signed and returned a loan agreement with an Annual Percentage Rate (APR) of 6.2% but later received a new loan agreement with an APR of 8.9%. What happened On 1... (3 pages)View decision
