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 125400 results
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Decision Reference DRN-4226911
11 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4226911 The complaint Mrs L complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) rejected a claim on her pet insurance policy. What happened Mrs L took out an ‘Elite’ pet insurance policy for her pet dog in August 2019. In October 2021 when her pet was exper... (2 pages)View decision -
Decision Reference DRN-4256610
11 Aug 2023 Oplo PL Ltd UpheldConsumer CreditDRN-4256610 The complaint Mr D complains that the loan he had from Oplo PL Ltd was unaffordable to him. What happened Mr D had one loan from Oplo in July 2022 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 12 Jul 2022 £15,000 60m £425.93 1 July 2027 Sold Mr D says Oplo di... (4 pages)View decision -
Decision Reference DRN-4293784
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4293784 The complaint Mrs S complains that Barclays Bank UK PLC trading as Barclaycard ignored her payment proposal and they provided her with poor customer service. What happened Mrs S says that she wrote to Barclaycard to let them know there was a change in her financial circumstance... (6 pages)View decision -
Decision Reference DRN-4147576
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4147576 The complaint B, a limited company, complains that Barclays Bank UK PLC blocked its account causing business disruption and loss and didn’t deal with disputed transactions on the account. What happened B says that it raised a fraud claim in September 2020 and that Barclays didn... (3 pages)View decision -
Decision Reference DRN-4291740
11 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4291740 The complaint Mr C complains that Lloyds Bank PLC (Lloyds) wouldn’t refund money he lost in a scam. What happened What Mr C says: Mr C contacted what he thought was a legitimate bitcoin company after he saw an advertisement. He left his contact details and the company called hi... (6 pages)View decision -
Decision Reference DRN-4275633
11 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4275633 The complaint Mrs and Mr G complain that Clydesdale Bank Plc trading as Virgin Money provided them with poor customer service. What happened Mrs and Mr G hold a joint current account with Virgin Money (which was previously operated by another bank), which operates on an either ... (5 pages)View decision -
Decision Reference DRN-4051833
11 Aug 2023 Vodafone Limited UpheldConsumer CreditDRN-4051833 The complaint Mr R has complained about the way Vodafone Limited administered a fixed sum loan agreement. What happened The events of the complaint are well known to both parties, so I’m not going to go over everything again in detail. But in summary: Mr R bought a mobile phon... (3 pages)View decision -
Decision Reference DRN-4269529
11 Aug 2023 HDI Global Specialty SE UpheldInsuranceDRN-4269529 The complaint Miss P has complained about the way HDI Global Specialty SE (“HDI”) have handled a claim she made under her home insurance policy. For simplicity I will just refer to HDI, but this includes its agents. What happened The details of this complaint are well known to ... (2 pages)View decision -
Decision Reference DRN-4229834
11 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4229834 The complaint Mr H and Ms I complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of a scam. What happened In December 2021, Mr H received a text message from a number he’d never been contacted by before. It appeared to be wrong number and i... (8 pages)View decision -
Decision Reference DRN-4250748
11 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4250748 The complaint Mr Z complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline the claim he made on his motor insurance policy, before also avoiding the policy he held. What happened In early October 2022, Mr Z took out a motor insurance po... (5 pages)View decision
