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 365917 results
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Decision Reference DRN-5063602
24 Jan 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5063602 The complaint Mr and Mrs P’s complaint is about the rejection of a claim made under their legal expenses cover with The National Farmers' Union Mutual Insurance Society Limited (“NFU”). NFU is the underwriter of this policy, i.e. the insurer. Part of this complaint conc... (7 pages)View decision -
Decision Reference DRN-5116429
24 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5116429 The complaint Mr O complains that Society of Lloyd’s (“Lloyds”) hasn’t paid him enough to settle his taxi insurance claim. What happened Mr O is a taxi driver and has a commercial vehicle insurance policy which covers him for damage, fire, and... (3 pages)View decision -
Decision Reference DRN-5203109
24 Jan 2025 Michael Scott & Lau Insurance Warehouse UpheldInsuranceDRN-5203109 The complaint Miss G has complained about the fact that Michael Scott and Lau Insurance Warehouse (MSLIW) referred her to a claims management company, I’ll refer to as N. What happened Miss G’s car was damaged in two incidents; one in December 2023 and one in January 2024. S... (2 pages)View decision -
Decision Reference DRN-4869994
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4869994 The complaint Mr S complains the car supplied to him by BMW Financial Services(GB) Limited trading as Alphera Financial Services (BMWFS) was misrepresented – he says it doesn’t achieve the stated mileage range. What happened In July 2023, Mr S entered into a 36 month person... (4 pages)View decision -
Decision Reference DRN-5265947
24 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5265947 The complaint Miss M says Vanquis Bank Limited irresponsibly lent to her. What happened Miss M took out a credit card on 30 January 2019. She was given a £500 credit limit. This was not increased. Miss M says she should not have been given this card; she was a full- time stu... (3 pages)View decision -
Decision Reference DRN-5213827
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5213827 The complaint R, a small business, complains that Lloyds Bank Plc abruptly closed their accounts, which led to them incurring costs. They’d like the bank to reimburse them for these costs. R is represented by a director, Mr H. What happened R held several accounts with Llo... (3 pages)View decision -
Decision Reference DRN-4447131
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4447131 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (10 pages)View decision -
Decision Reference DRN-5026193
24 Jan 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5026193 The complaint Ms U is unhappy that Aviva Life & Pensions UK Limited declined a claim made on a group income protection insurance policy. What happened Ms U had the benefit of a group income protection insurance policy through her employer (‘the policy’). Subject to the... (3 pages)View decision -
Decision Reference DRN-5277297
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5277297 The complaint Mrs F is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened Mrs F had an employment dispute and submitted a... (5 pages)View decision -
Decision Reference DRN-5284741
24 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5284741 The complaint Mrs H is unhappy with National Westminster Bank Plc. Mrs H wanted to draw out a very large sum of cash (£60,000) from a bank branch. Mrs H spoke to the bank about drawing out the money, but agreement couldn’t be reached on releasing her the cash. What happened... (10 pages)View decision
