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 381082 results
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Decision Reference DRN-5719151
28 Jul 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5719151 The complaint Miss K complains because Liverpool Victoria Financial Services Limited (‘LV’) declined her income protection insurance claim and cancelled her policy. What happened Miss K took out an income protection insurance policy provided by LV in December 2023. The polic... (4 pages)View decision -
Decision Reference DRN-5697831
28 Jul 2025 Society of Lloyd's Not upheldInsuranceDRN-5697831 The complaint Mr W complains that Society of Lloyd’s (“Lloyd’s”) is responsible for mishandling his claim on a breakdown insurance policy. What happened The subject matter of the insurance and the breakdown is a motorhome, first registered in 2001. For the year from Februa... (5 pages)View decision -
Decision Reference DRN-5698367
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5698367 The complaint Miss L complains Barclays Bank UK PLC’s IT outage meant she couldn’t make payments from her account and had to borrow money. What happened Miss L called Barclays to complain about the impact the IT outage had on her. Miss L said she was unable to transfer mon... (3 pages)View decision -
Decision Reference DRN-5708437
28 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5708437 The complaint Mr A complains about the way in which National Westminster Bank plc handled his claim for a refund when accommodation he rented was not of a satisfactory standard. He paid for the accommodation with his NatWest credit card. What happened In July 2024 Mr A booke... (5 pages)View decision -
Decision Reference DRN-5643768
28 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5643768 The complaint Mr and Mrs S are unhappy that Lloyds Bank General Insurance Limited (“LBG”) declined their claim for external storm damage and didn’t offer a full settlement for the internal damage. Mr and Mrs S are joint policyholders of buildings and contents insurance under... (4 pages)View decision -
Decision Reference DRN-5313100
28 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5313100 The complaint Ms N is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened On 6 March 2024, Ms N was supplied with a used car through a hire purchase agreement with Black Horse. The agree... (3 pages)View decision -
Decision Reference DRN-5704794
28 Jul 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5704794 The complaint Mr T complains that after his conditional sale agreement ended, Hyundai Capital UK Linited, trading as Kia Finance (Kia) charged him £409.65. He would like Kia to confirm he doesn’t owe any money, to remove any negative information on his credit file and compen... (2 pages)View decision -
Decision Reference DRN-5710209
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710209 The complaint Mr D complains that Barclays Bank UK PLC allowed him to continue gambling through his current account despite having applied a gambling block online. There was a second part to this complaint raised with Barclays relating to customer service and the handling of... (3 pages)View decision -
Decision Reference DRN-5494630
28 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5494630 The complaint Mr A complains American Express Services Europe Limited (“American Express) didn’t do enough to help get a refund for a purchase made on his credit card. What happened In July 2024, Mr A bought a phone online from a company I’ll call “J”, paying via his Americ... (4 pages)View decision -
Decision Reference DRN-5209296
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5209296 The complaint Mr I complains that Bank of Scotland Plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this ... (4 pages)View decision
