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-5240947
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5240947 Complaint Mrs O has complained about a credit card and subsequent credit limit increases that Barclays Bank UK PLC (trading as “Barclaycard”) provided to her. She says the credit card and limit increases were not affordable for her and so shouldn’t have been provided. Backg... (9 pages)View decision -
Decision Reference DRN-5244606
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5244606 The complaint Mr M complains about the service Liverpool Victoria Insurance Company trading as LV= (LV) provided following a claim on his car insurance policy. What happened In January 2023, following an accident, Mr M contacted LV to make a claim on his car insurance polic... (6 pages)View decision -
Decision Reference DRN-5203109
24 Jan 2025 Michael Scott & Lau Insurance Warehouse UpheldInsuranceDRN-5203109 The complaint Miss G has complained about the fact that Michael Scott and Lau Insurance Warehouse (MSLIW) referred her to a claims management company, I’ll refer to as N. What happened Miss G’s car was damaged in two incidents; one in December 2023 and one in January 2024. S... (2 pages)View decision -
Decision Reference DRN-5213827
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5213827 The complaint R, a small business, complains that Lloyds Bank Plc abruptly closed their accounts, which led to them incurring costs. They’d like the bank to reimburse them for these costs. R is represented by a director, Mr H. What happened R held several accounts with Llo... (3 pages)View decision -
Decision Reference DRN-4447131
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4447131 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (10 pages)View decision -
Decision Reference DRN-5277297
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5277297 The complaint Mrs F is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened Mrs F had an employment dispute and submitted a... (5 pages)View decision -
Decision Reference DRN-5284741
24 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5284741 The complaint Mrs H is unhappy with National Westminster Bank Plc. Mrs H wanted to draw out a very large sum of cash (£60,000) from a bank branch. Mrs H spoke to the bank about drawing out the money, but agreement couldn’t be reached on releasing her the cash. What happened... (10 pages)View decision -
Decision Reference DRN-5284289
24 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5284289 The complaint Ms S and Mr T are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim they made under their home insurance policy. What happened There have been various business or individuals involved in the claim and complaint acting as agent... (7 pages)View decision -
Decision Reference DRN-5276720
24 Jan 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5276720 The complaint Mr G complains about the service he received from Scottish Friendly Assurance Society Limited (“Scottish Friendly”) when transferring the proceeds of his Personal Pension Plan (PPP) to another provider. He’d like compensation for what happened. What happened I... (10 pages)View decision -
Decision Reference DRN-5266532
24 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5266532 The complaint Ms W complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out suitable affordability checks. What happened In October 2019, Oodle provided Ms W with a hire purchase agreement thr... (4 pages)View decision
