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 4563 results
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Decision Reference DRN-4066423
5 Apr 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4066423 The complaint Mr C complains that Lloyds Bank PLC unfairly closed his accounts and recalled a Bounce Back Loan facility. What happened Mr C opened a Lloyds business account for his sole trader business in June 2020. He successfully applied to the bank for a £50,000 Bounce Back ... (5 pages)View decision -
Decision Reference DRN-3678604
16 Sep 2022 MD Insurance Services Limited UpheldInsuranceDRN-3678604 The complaint G complain that MD Insurance Services Limited unfairly withdrew an offer to provide a buildings warranty for a new build property they had developed. What happened The background to the complaint is well known to both parties, so I’ll provide only a brief summary ... (5 pages)View decision -
Decision Reference DRN-1081199
26 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1081199The complaintMrs V is unhappy Aviva Insurance Limited’s handling of her motor insurance claim. What happenedMrs V is represented in this complaint by her husband, Mr V. Mr V is also the owner of the vehicle insured by the policy in question and was a named driver on the policy. ... (5 pages)View decision -
Decision Reference DRN-2808045
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2808045 The complaint Ms M complains that Barclays Bank UK PLC (Barclays) failed to refund transactions she didn’t recognise. What happened On 9 June 2020 Ms M reported disputed transactions on her account from 7 and 8 June 2020. The disputed transactions related to two betting compani... (4 pages)View decision -
Decision Reference DRN-4836324
3 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-4836324 The complaint Mr S’s complaint is, in essence, that Lloyds Bank PLC (‘Lloyds’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA. Although the purchase in question here was bought by Mr and Mrs S, the payment was made on a credit ... (5 pages)View decision -
Decision Reference DRN3583895
6 Nov 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms A has complained that Aviva Insurance Limited avoided her car insurance policies and didn’t settle her claim for the damage to her car because of this. background Ms A took out her first car insurance policy with Aviva through a broker in May 2017 and shortly after taking this out she g... (4 pages)View decision -
Decision Reference DRN-3745178
5 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3745178 The complaint Mr J complains that Scottish Equitable Plc trading as Aegon didn’t do enough due diligence when processing his transfer from his existing pensions to the Incartus Investment Pension Scheme in 2015. Incartus invested in a series of loans which were subsequently ... (4 pages)View decision -
Decision Reference DRN4818330
5 Sep 2017 TSB Bank plc Not upheldBanking and creditMr S has complained that TSB Bank plc (“TSB”) mis-sold a Silver packaged bank account to him in 2012. backgroundI attach my provisional decision of 17 August 2017, which forms part of this final decision. In my provisional decision I set out why I wasn’t intending ... (4 pages)View decision -
Decision Reference DRN4295666
27 Feb 2019 CIGNA Europe Insurance Company SA-NV UpheldInsurance (excluding PPI)Mr H has complained that CIGNA Europe Insurance Company SA-NV and its agents failed adequately to pay his hospital charges following his claim under his travel insurance policy.background Mr H whilst on holiday in the USA where he owns a holiday home became ill and ... (4 pages)View decision -
Decision Reference DRN-2419429
16 Dec 2020 Advantage Insurance Company Limited UpheldInsuranceDRN-2419429 The complaint Mrs J and her son Mr J are unhappy with Advantage Insurance Company Limited’s actions in relation to their motor insurance policy. What happened In November 2020 I issued my provisional decision setting out what had happened in this complaint, and how I thought it... (4 pages)View decision
