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-5030761
23 Jan 2025 EE Limited UpheldConsumer CreditDRN-5030761 The complaint Miss O complains that EE Limited is charging her for a mobile phone that she returned. She wants EE to stop charging her for the phone and to refund the payments she has made. What happened On 24 January 2024, Miss O entered into a fixed sum loan agreement with... (3 pages)View decision -
Decision Reference DRN-5127644
23 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5127644 The complaint Mr L complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim he made under his travel insurance policy. What happened In January 2024 Mr L bought an annual multi-trip travel insurance policy from Admiral. In February 2024 he faced problem... (3 pages)View decision -
Decision Reference DRN-5237114
23 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5237114 The complaint Mrs B complains Liverpool Victoria Insurance Company Limited (LV) unfairly avoided her motor insurance policy (treated it like it never existed), refused to pay her claim and kept her policy premiums. What happened Mrs B took out a motor insurance policy with ... (3 pages)View decision -
Decision Reference DRN-5210540
23 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5210540 The complaint Mr M complains that Zopa Bank Limited (Zopa) failed to close his bank account and didn’t return the balance to him. What happened In August 2024 Mr M £13.82 to his credit card account. That should have settled the account, and it should have been closed, but an... (2 pages)View decision -
Decision Reference DRN-5045501
23 Jan 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5045501 The complaint Mrs P has complained about the way Mitsubishi HC Capital UK Plc (“Hitachi”) dealt with her claim she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cred... (8 pages)View decision -
Decision Reference DRN-4737748
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4737748 The complaint Ms S has complained that HSBC UK Bank Plc won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In late 2023, Ms S was introduced to a cryptocurrency inve... (3 pages)View decision -
Decision Reference DRN-5245163
22 Jan 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5245163 The complaint Mr T complains The Co-operative Bank Plc sent him a letter about a fixed deposit of his that wasn’t clear and that this led to an unnecessarily long call during which he was given incorrect information. What happened Mr T had a fixed deposit with The Co-operati... (2 pages)View decision -
Decision Reference DRN-5242760
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242760 The complaint Mrs M complains Clydesdale Bank Plc trading as Virgin Money caused her to miss out on a better ISA interest rate. What happened Mrs M had an ISA with Virgin Money which was due to mature on 30 September 2024. Mrs M messaged Virgin Money in August 2024 asking if... (2 pages)View decision -
Decision Reference DRN-5273824
22 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5273824 The complaint Mr K has complained that Zurich Assurance Ltd has declined a claim made under his group income protection policy. What happened The background to this complaint isn’t in dispute. In summary Mr K became absent from work on 5 January 2023. His employer’s policy p... (3 pages)View decision -
Decision Reference DRN-5198267
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5198267 The complaint Mr H complains that Lloyds Bank PLC unfairly blocked his account and also complains about how it then dealt with his complaint. What happened Mr H says he tried to transfer £10,000 from his Lloyds account to another of his accounts he held with a different busi... (2 pages)View decision
