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 124111 results
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Decision Reference DRN-5743529
26 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5743529 The complaint Mr L is unhappy that American Express Services Europe Limited (“AmEx”) closed his account without providing reasonable notification. What happened Mr L had an AmEx account and used AmEx’s mobile banking app to check whether a payment was due for any given month... (3 pages)View decision -
Decision Reference DRN-5750943
26 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5750943 The complaint Mr J is unhappy that Lloyds Bank PLC gave him incorrect information about the terms of their credit card account. What happened Mr J has a credit account with Lloyds. Mr J’s usage of the account involved paying off the full accrued purchase balance every month ... (3 pages)View decision -
Decision Reference DRN-5729338
26 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5729338 The complaint Mrs L has complained that a recovery agent caused further damage to her car when she sought assistance from U K Insurance Limited trading as Green Flag under a roadside assistance policy. What happened Mrs L contacted Green Flag as her car had a flat battery. G... (3 pages)View decision -
Decision Reference DRN-5645949
26 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5645949 The complaint Mrs R complains that Liverpool Victoria Insurance Company Limited (‘LV) voided her home insurance policy and didn’t pay her subsidence claim. Mrs R has been represented by a family member during this complaint. But for ease of reading, any reference to ‘Mrs R’... (5 pages)View decision -
Decision Reference DRN-5776382
26 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5776382 The complaint Mrs V complains that AWP P&C S.A. declined her travel insurance claim. My references to AWP include its agents. What happened Mrs V went on a group trekking holiday abroad. She’d taken out ‘Standard’ level single travel insurance for the trip and several op... (4 pages)View decision -
Decision Reference DRN-5684500
26 Aug 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5684500 The complaint Mr C’s complaint against Aviva Life & Pensions UK Limited (“Aviva”) is about the performance of his whole of life investment plan. What happened Mr C took out a whole of life investment plan in 1982 with a sum assured of £3,200. In late 2024 Mr C complain... (3 pages)View decision -
Decision Reference DRN-5245204
26 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5245204 The complaint Mr T complains that Revolut Ltd restricted and then closed his accounts and that it did not provide him with the support he needed as a result. What happened Mr T held two accounts with Revolut, a Pro and a Plus account. In August 2024 he received massages from... (2 pages)View decision -
Decision Reference DRN-5764402
26 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5764402 The complaint Miss C is unhappy with the delays caused by Liverpool Victoria Insurance Company Limited (“LV”) in settling her claim, and the subsequent impact it has had on her insurance premiums. LV were providing Miss C with a home insurance product. What happened Miss C m... (3 pages)View decision -
Decision Reference DRN-5743926
26 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5743926 The complaint Mr R is unhappy with how Fortegra Europe Insurance Company Ltd (‘Fortegra’) dealt with a claim on his roadside assistance insurance policy. What happened Mr R held a roadside assistance policy underwritten by Fortegra. In September 2024, his vehicle broke down... (3 pages)View decision -
Decision Reference DRN-5573914
26 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5573914 The complaint Mr P on behalf of his limited company – which I’ll refer to as R, is unhappy that HSBC UK Bank Plc decided not to refund R after it was the victim of a scam. Mr P is bringing the complaint using a claims management company which I’ll refer to as J. What happen... (6 pages)View decision
