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-4978998
10 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4978998 The complaint Mr P complains that Lloyds Bank plc won’t refund to him the money that he paid for a holiday. What happened Mr P used his Lloyds Bank credit card in June 2023 to make payments of £400 and £272.32 to a holiday company towards the cost of a holiday that was to be... (3 pages)View decision -
Decision Reference DRN-5187694
10 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5187694 The complaint Mr N has complained about a credit card he took out in June 2019 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. Mr N is represented in bringing his complaint, but for ease I’ve written as if we’ve dealt d... (3 pages)View decision -
Decision Reference DRN-5371029
10 Mar 2025 Saxton 4x4 Limited UpheldInsuranceDRN-5371029 The complaint Mr G complains that Saxton 4x4 Limited (“Saxton”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr G bought a car on finance and also took out a GAP policy. Around two years later, Mr G’s car was stolen so he made a claim t... (6 pages)View decision -
Decision Reference DRN-5304461
10 Mar 2025 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5304461 The complaint Mr B complains about how Nelson Insurance Company Ltd handled a claim he made on his commercial vehicle insurance policy. Reference to Nelson includes its agents. What happened Mr B holds a commercial vehicle insurance policy with Nelson. When his vehicle was i... (2 pages)View decision -
Decision Reference DRN-5214002
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5214002 The complaint Mr B complains about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim he made on his buildings insurance policy. Reference to RSA includes its agents. What happened In March 2023 Mr B purchased a property which was subject to an ongoing subs... (3 pages)View decision -
Decision Reference DRN-5334395
10 Mar 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5334395 The complaint Mr W complains that Barclays Bank UK PLC defaulted his account and passed it to a debt collection agency. What happened Mr W holds a loan account with Barclays. The loan fell into arrears in December 2022. Barclays issued a Default Notice on 3 April 2023 which ... (2 pages)View decision -
Decision Reference DRN-5345893
10 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5345893 The complaint Mr H complained that The Royal London Mutual Insurance Society Limited gave misleading information during a phone call. What happened Mr H has a life and critical illness policy with Royal London. Mr H had tried to claim on his policy, but the claim was decline... (2 pages)View decision -
Decision Reference DRN-5325086
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5325086 The complaint Miss E’s complaint is about claims she made on her Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance policy, which were declined. Miss E feels RSA treated her unfairly. What happened Miss E took out pet insurance underwritten by RSA in June 2024.... (3 pages)View decision -
Decision Reference DRN-5385231
10 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5385231 The complaint Mr J complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost when he fell victim to a scam. What happened Mr J says that he heard about an investment opportunity with a company I’ll refer to as T in this decision through a trusted friend... (3 pages)View decision -
Decision Reference DRN-5247849
10 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5247849 The complaint Miss R has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (6 pages)View decision
