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 4777 results
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Decision Reference DRN3504139
15 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMrs S complains that Lloyds Bank plc unfairly closed her account and made a registration with a fraud prevention database, following a fraudulent payment being received into her account.backgroundMrs S had a current account with Lloyds. An international electronic transfer... (3 pages)View decision -
Decision Reference DRN-2437872
15 Mar 2021 Qmetric Group Limited UpheldInsuranceDRN-2437872 The complaint Mr and Mrs M complain that Qmetric Group Limited (trading as Policy Expert) avoided their home insurance policy and refused to pay their claim when their house was destroyed in a fire. Both Mr and Mrs M are named policyholders on their Policy Expert policy, so any... (6 pages)View decision -
Decision Reference DRN-5423670
26 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5423670 The complaint Mr L has complained about the amount Aviva Insurance Limited has offered in settlement of his claim under his car insurance policy. And about the way it has handled the claim. What happened Mr L’s car was damaged in an accident, and he made a claim under his p... (6 pages)View decision -
Decision Reference DRN-4996936
7 Sep 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4996936 The complaint Mr T complains Yorkshire Building Society (“YBS”): - discriminated against him and failed to make reasonable adjustments as required by the Equality Act 2010 due to his disability - has failed to communicate effectively when it stopped sending monthly statemen... (14 pages)View decision -
Decision Reference DRN-4887037
6 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4887037 The complaint Mr P complains that Ageas Insurance Limited (‘Ageas’) mishandled his claim on a motor insurance policy. What happened Mr P lives on an island that is a Crown Dependency. The subject matter of the claim and the complaint is a sporty diesel hatchback made by a ... (3 pages)View decision -
Decision Reference DRN4632350
13 May 2015 First Data Europe Limited Not upheldBanking and creditMs S complains that First Data Europe Limited unfairly closed her facility and registered adverse information about her.background Ms S opened a merchant services facility through First Data, so that she could accept card payments from customers of her business. First Da... (2 pages)View decision -
Decision Reference DRN1177930
27 Nov 2017 Metropolitan International Schools Limited Not upheldBanking and creditMr W complains that Metropolitan International Schools Limited (“MISL”) misled him into signing-up to a course on the basis he would receive £3,000 funding.backgroundIn October 2016 a course advisor visited Mr W at home and he enrolled on a course, which cost about £7,00... (3 pages)View decision -
Decision Reference DRN-4138677
28 Jun 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4138677 The complaint The estate of Mrs H complains about National Westminster Bank Plc (“NatWest”) for declining to register a power of attorney on a joint account, and for restricting access to the account for a personal representative. What happened R brings this complaint as an exe... (3 pages)View decision -
Decision Reference DRN-4782151
12 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4782151 The complaint Mr K is unhappy with the service provided by Accredited Insurance (Europe) Ltd (AIE) following a claim he made on his classic car insurance policy. What happened Mr K took out classic car insurance with AIE. The policy booklet explained in the event of loss or dam... (4 pages)View decision -
Decision Reference DRN-5228548
27 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5228548 The complaint Mr I complains that Equifax Limited failed to tell him what information was requested when businesses carried out identification and authentication checks. What happened Mr I has told us that in August 2024 he applied for savings accounts with various businesse... (2 pages)View decision