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 369228 results
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Decision Reference DRN-4413974
20 Mar 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4413974 The complaint Mr M has complained that eBay Commerce UK Ltd (“eBay”) placed restrictions on his account that prevented him from withdrawing money from his eBay payment account. What happened To verify Mr M’s bank details, Mr M says that eBay sent him two micro deposits to h... (5 pages)View decision -
Decision Reference DRN-5412006
20 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5412006 The complaint Mr H is unhappy American Express Services Europe Limited (Amex) did not tell him that his Direct Debit for his credit card had not been set up. What happened I set out the background to this complaint in more detail in my provisional decision which both partie... (7 pages)View decision -
Decision Reference DRN-5389448
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5389448 The complaint Mr D, Ms Z and Mrs Z have complained that U K Insurance Limited (UKI) declined a claim they made on a travel insurance policy. As it is Ms Z leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened Ms Z booked... (3 pages)View decision -
Decision Reference DRN-5406255
20 Mar 2025 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-5406255 The complaint Mr C complains that Pension Insurance Corporation plc (‘PIC’) has provided him with a poor service in response to requests that he has made for information and his requests that it desist in sending him marketing emails. Mr C has additionally asked us to interv... (5 pages)View decision -
Decision Reference DRN-5409835
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5409835 The complaint Mrs R complains that Lloyds Bank PLC misled her over how often she would receive statements on her account and have failed to send her the statement they promised. What happened Mrs R held a passbook account which Lloyds chose to discontinue. It wrote to all af... (3 pages)View decision -
Decision Reference DRN-4747251
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4747251 The complaint Mr L complains about how American Express Services Europe Limited (AESEL) came to the decision that his credit card account (“account”) should be closed. What happened On 7 August 2023 AESEL blocked Mr L’s credit card following a review. This review was trigger... (4 pages)View decision -
Decision Reference DRN-5410897
20 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5410897 The complaint Mrs S and Mr S are complaining about the way Advantage Insurance Company Limited has handled a claim Mr S made on his car insurance policy. Mr S has largely represented both complainants in the handling of the claim and complaint. What happened In December 2023... (3 pages)View decision -
Decision Reference DRN-5114402
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5114402 The complaint C, a limited company, complains National Westminster Bank Plc (NatWest) blocked its account. C is represented by Mr T, a director. What happened C was contacted by NatWest as it needed to carry out a review. NatWest asked for various things from C and, at tim... (4 pages)View decision -
Decision Reference DRN-5104539
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5104539 The complaint P, a micro-enterprise, is unhappy that UK Insurance Limited trading as Direct Line declined a claim made on their personal accident policy. What happened P has a personal accident policy which covers a named person in the event of temporary or permanent disable... (2 pages)View decision -
Decision Reference DRN-5411957
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5411957 The complaint Ms S complains U K Insurance Limited trading as Direct Line (“UKI”) Insurance sold her landlord insurance policy that wouldn’t have covered her type of property. What happened In 2022 Ms S bought her home from a family member, it was a home in multiple occupan... (2 pages)View decision
