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 121479 results
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Decision Reference DRN-5259366
25 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5259366 The complaint Mr B is unhappy that AXA PPP Healthcare Limited trading as AXA Health didn’t let him know he was going to exceed his outpatient limit. What happened Mr B made claims on his private medical insurance policy which were authorised. One claim related to Cognitive B... (2 pages)View decision -
Decision Reference DRN-5148005
25 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5148005 The complaint Mr G complains that Capital One (Europe) plc lent to him irresponsibly. What happened Over the years Mr G has had four accounts with Capital One: Account Account Number ending Event date Event Credit limit Account status Account 1 3550 9 Dec 2003 Account openi... (4 pages)View decision -
Decision Reference DRN-5339233
25 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339233 Complaint Ms O has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5309807
24 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5309807 The complaint Mr S complains that TSB Bank plc blocked his account when he attempted to make a purchase. He’s also unhappy about the customer service he received when he contacted the bank. What happened Mr S holds a credit card with TSB. On 3 August 2024 Mr S attempted to p... (3 pages)View decision -
Decision Reference DRN-5287626
24 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5287626 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Car Finance, has terminated the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Oodle Car Fi... (3 pages)View decision -
Decision Reference DRN-5267750
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5267750 The complaint Mrs Q is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In early 202... (9 pages)View decision -
Decision Reference DRN-4330682
24 Feb 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4330682 The complaint Mr W has complained that he was charged a subscription for an eBay shop package, even though he was unable to make use of it because eBay Commerce UK Ltd (“eBay”) had placed a restriction on his account. What happened Mr W had a personal eBay Marketplace accou... (6 pages)View decision -
Decision Reference DRN-5306897
24 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306897 The complaint Mr B complains that Barclays Bank UK PLC blocked and then closed his accounts in January 2024. It then did not release funds to him until October 2024. What happened On 22 January 2024 Barclays blocked Mr B’s accounts with it, while it conducted a review. On 30... (2 pages)View decision -
Decision Reference DRN-5246562
24 Feb 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5246562 The complaint Mr C complains about the length of time it took The Prudential Assurance Company Limited (‘Prudential’) to deal with his serious illness and income protection claims. What happened Mr C holds an Essentials policy with Prudential. The policy provides a lump sum... (4 pages)View decision -
Decision Reference DRN-5253872
24 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5253872 The complaint Mrs M and Mrs W, trading as ‘M’, complain about the actions of Covea Insurance Plc when responding to their ‘Property Investors Protection Plan’ commercial insurance policy. A large part of this complaint relates to the actions of agents who were acting on beha... (3 pages)View decision
