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 121115 results
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Decision Reference DRN-5321804
14 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5321804 The complaint Miss W complains that Admiral Insurance (Gibraltar) Limited declined her claim on her motor insurance policy following the theft of her car. What happened Miss W’s car was stolen and later recovered by the police damaged and with parts removed. But Admiral dec... (4 pages)View decision -
Decision Reference DRN-5247093
14 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5247093 The complaint Miss E complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) treated two separate claims on her pet insurance as the same condition, with one limit, and made deductions from the claim settlement. What happened Miss E made two claims o... (3 pages)View decision -
Decision Reference DRN-4895403
14 Feb 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-4895403 The complaint Mr B complains about a car acquired through a Hire Purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘RCI’). Mr B has had problems with the car and says these defects would’ve been present when the car was supplied. ... (6 pages)View decision -
Decision Reference DRN-5332641
14 Feb 2025 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-5332641 The complaint Mr Q complains that Financial Administration Services Limited (“FASL”) has failed to pay him cashback that he believes he was entitled to receive for the transfer of his pension savings to the firm. What happened Mr Q is under the age of 18. So he has been assi... (4 pages)View decision -
Decision Reference DRN-4999128
14 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4999128 The complaint A company, which I will refer to as B, complains that Barclays Bank UK Plc wrongly suspended access to its bank account for a period of nearly two months, and then closed the account. What happened B’s directors told us: Barclays began asking questions abou... (4 pages)View decision -
Decision Reference DRN-5324114
14 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5324114 The complaint Mr B’s complaint is that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against payi... (24 pages)View decision -
Decision Reference DRN-5247522
14 Feb 2025 Vitality Life Limited UpheldInsuranceDRN-5247522 The complaint Mrs T complains about the decision by Vitality Life Limited to turn down her claim under a joint life insurance policy. What happened In August 2018, Mrs T and her late husband Mr T took out a joint life insurance policy with Vitality. Mrs T made a claim after... (3 pages)View decision -
Decision Reference DRN-5261697
14 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261697 The complaint Miss G and Mr K complain about Admiral Insurance (Gibraltar) Limited’s settlement of a claim under their car insurance policy. What happened Miss G and Mr K had a car insurance policy with Admiral. In June 2024, their car was damaged in an accident and they mad... (3 pages)View decision -
Decision Reference DRN-5199028
14 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5199028 The complaint Mr H has complained Lloyds Bank plc is holding him liable for a personal loan which he didn’t take out. What happened In April 2024 after his account was blocked, Mr H got in touch with Lloyds. He learnt that a personal loan had been taken out on 4 April 2024 f... (3 pages)View decision -
Decision Reference DRN-5132114
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5132114 The complaint A charity, which I will refer to as W, complains that Metro Bank Plc allowed large amounts of money to be sent from W’s account without any security checks. What happened W’s representatives told us: W is a small charity which often sends small payments to ... (3 pages)View decision
