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 121877 results
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Decision Reference DRN-5330970
13 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5330970 The complaint Mr C complains that Revolut Ltd 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 complaint is well known to b... (12 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision -
Decision Reference DRN-5214404
13 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5214404 The complaint Mr G complains about the settlement offered to him by Admiral Insurance (Gibraltar) Limited (“Admiral”) when his car was written off. What happened In January 2024, Mr G’s car’s engine was hydro-locked. Admiral inspected it and told Mr G his vehicle was a total... (3 pages)View decision -
Decision Reference DRN-5277915
13 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5277915 The complaint Mr F and Miss M complain about the service provided by AXA Insurance UK Plc (‘AXA’) when responding to their home insurance claim. Much of Mr F and Miss M’s dissatisfaction relates to the actions of agents acting on behalf of AXA. As AXA accept they’re responsi... (3 pages)View decision -
Decision Reference DRN-5330605
13 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5330605 The complaint Mr and Mrs K have complained about the handling of a claim under their after the event insurance policy with AA Underwriting Insurance Company Limited. What happened The background to this complaint is well known to the parties, so I see no need to repeat it h... (3 pages)View decision -
Decision Reference DRN-5274022
13 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5274022 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly agreed to lend to Mr B by way of two perso... (4 pages)View decision -
Decision Reference DRN-5082554
13 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5082554 The complaint Mrs M and Mr M complain that Tesco Underwriting Limited have unfairly declined their claim for storm damage to their property. What happened Mrs M and Mr M had a buildings insurance policy with Tesco. In September 2023 Mrs M and Mr M noticed that there was so... (4 pages)View decision -
Decision Reference DRN-5274025
13 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274025 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly increased the limits on two overdrafts. Sh... (4 pages)View decision -
Decision Reference DRN-5307200
13 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5307200 The complaint,, Mr and Mrs G complain that Society of Lloyd’s has turned down a cancellation claim they made on a travel insurance policy. What happened In July 2023, Mr and Mrs G took out a travel insurance policy which was due to run until 31 May 2024. They booked a trip a... (8 pages)View decision -
Decision Reference DRN-5328554
13 Feb 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5328554 The complaint Ms O complains that MoneyGram International Limited trading as MoneyGram delayed in completing a transfer of money for her and failed to action her request for a refund. What happened On 27 May 2024, Ms O advises us that she applied to MoneyGram to carry out a ... (2 pages)View decision
