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-5283006
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5283006 The complaint Mr D has complained that he wasn’t able to renew his car insurance policy with esure Insurance Limited. He’s unhappy with the change in premium as a result and that esure has recorded an incident under his policy. Mr D’s wife is a named driver under the policy.... (4 pages)View decision -
Decision Reference DRN-4732622
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4732622 The complaint Mr and Mrs C complain about Lloyds Bank PLC. They say that Lloyds should refund them after they fell victim to an authorised push payment (APP) scam. What happened In 2018, Mr and Mrs C were looking to make an investment and came across a business I will refe... (4 pages)View decision -
Decision Reference DRN-4801934
24 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4801934 The complaint Mr S complains about a car that he acquired using a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (“MBFS”). He says it wasn’t of satisfactory quality when it was supplied to him. What happened In March 2022, Mr S entered into a hire p... (3 pages)View decision -
Decision Reference DRN-5215837
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215837 The complaint Mr D is a sole trader. He complains about the way Barclays Bank UK PLC (Barclays) communicated with him during the conduct of their Know Your Customer review, (KYC). Mr D believes that during the process, when attempting to obtain information concerning his bus... (6 pages)View decision -
Decision Reference DRN-5248882
24 Jan 2025 Conister Bank Limited UpheldBanking and PaymentsDRN-5248882 The complaint Ms L complains Conister Bank Limited didn’t call her back when she asked for help with an online application. What happened In October 2024 Ms L contacted Conister Bank to say she was having problems completing an online application for a fixed rate bond. Ms L ... (2 pages)View decision -
Decision Reference DRN-4971914
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4971914 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In May 2023 Miss F entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5285688
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5285688 The complaint Mr N is unhappy with the service he received from Barclays Bank UK PLC surrounding his ISA. What happened In January 2023, Mr N visited a Barclays branch to arrange for the transfer of an ISA he held with another provider (which I’ll refer to as ‘X’) to Barcla... (4 pages)View decision -
Decision Reference DRN-5285318
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5285318 The complaint Mr P complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened I issued my provisional decision on this complaint on 20 December 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (12 pages)View decision -
Decision Reference DRN-5089871
24 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5089871 The complaint Mr C complains that Covea Insurance plc (Covea) has unfairly cancelled his insurance policy, recorded that on industry databases and won’t meet a claim he made for damaged property. What happened Mr C’s dining table was damaged accidentally in mid-2023. Mr C ap... (3 pages)View decision -
Decision Reference DRN-4984440
24 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4984440 The complaint Mrs N and Mr N complain about Royal & Sun Alliance Insurance Limited’s handling of their subsidence claim. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here, concentrating on the key issues.... (6 pages)View decision
