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 380824 results
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Decision Reference DRN-5703563
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703563 The complaint Miss S complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when it blocked a payment she wanted to make and froze her account until she went to a branch to complete identification checks. What happened On 10 Apr... (3 pages)View decision -
Decision Reference DRN-5708815
25 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5708815 The complaint Mr L’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined his critical illness claim following his diagnosis with a stroke. Mr L instructed a claims management company (CMC) to assist him in his complaint. Comments and sub... (3 pages)View decision -
Decision Reference DRN-5680673
25 Jul 2025 Covea Insurance plc Not upheldInsuranceDRN-5680673 The complaint Mr K complains that Covea Insurance plc mishandled a claim on his motor insurance policy. What happened From September 2019, Mr K had a motor insurance policy with Covea. He renewed the policy in September 2020, 2021, and 2022. The policy covered a vehicle ma... (3 pages)View decision -
Decision Reference DRN-5601511
25 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5601511 The complaint Mr and Mrs P complain that Ageas Insurance Limited (“Ageas”) has unfairly declined their burglary claim and voided their home insurance policy. Any reference to Mr P, Mrs P, and Ageas includes any respective agents or representatives. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5600212
25 Jul 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5600212 The complaint Miss M complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (“Reevo Money”) irresponsibly lent a personal loan to her. She says she was in a cycle of debt and Reevo Money should have asked more questions about her financial situation. Had they d... (3 pages)View decision -
Decision Reference DRN-5358985
25 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5358985 The complaint Miss M is unhappy about how Santander UK Plc (“Santander”) dealt with her claim for a refund of money she paid for a healing course. What happened In June 2024, Miss M enrolled on a healing course with a company I’ll call ‘L’. She paid L $2,500, which was conve... (3 pages)View decision -
Decision Reference DRN-5472832
25 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5472832 The complaint Mr S complains about the level of service provided by TSB Bank plc when he called to ask about overdraft charges. What happened Mr S held an account with TSB with an arranged overdraft facility. In December 2024, he called TSB to set up a standing order to one ... (2 pages)View decision -
Decision Reference DRN-5706555
25 Jul 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5706555 The complaint Mr W complains that Vanquis Bank Limited failed to close his credit card account, or reduce his credit limit, when requested. He said this has put him in a difficult financial position. What happened Mr W holds a credit card account with Vanquis. The card has ... (3 pages)View decision -
Decision Reference DRN-5527327
25 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5527327 The complaint Mr A is unhappy with the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a claim for money back for a phone he bought through a fixed sum loan agreement with it. What happened Mr A bought a phone online through a ... (4 pages)View decision -
Decision Reference DRN-5664540
25 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5664540 The complaint Mr B and Mrs F are unhappy that Lloyds Bank General Insurance Limited (“LBG”) declined their claim for storm damage. Mr B and Mrs F are joint policyholders of buildings and contents insurance underwritten by LBG. For ease of reading, I’ll refer to Mrs F through... (3 pages)View decision
