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 77331 results
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Decision Reference DRN-1819432
8 Jul 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceThe complaint Mr and Mrs D are unhappy with Liverpool Victoria Insurance Company Limited's (LV) handling of the renewal of their buildings and contents insurance policy. What happened Mr and Mrs D had a buildings and contents insurance policy with LV that was due for renewal in ear... (2 pages)View decision -
Decision Reference DRN-2785227
20 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-2785227 The complaint Mr and Mrs P are unhappy with the way that Union Reiseversicherung AG handled a claim they made on their travel insurance policy. What happened In July 2019 Mr and Mrs P, were on holiday with their two children who I’ll refer to as P1 and P2. They were involved in... (8 pages)View decision -
Decision Reference DRN-5708879
23 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5708879 The complaint Miss C complains that Marks & Spender Financial Services Plc trading as M&S Bank unfairly passed an outstanding debt in her name to a third-party debt collection business. What happened Miss C’s credit card account with M&S Bank defaulted in 2022. I... (2 pages)View decision -
Decision Reference DRN9005937
9 May 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs R complains that Shop Direct Finance Company Limited used her reward points to pay for goods ordered on behalf of a third party when that third party failed to pay for them. She is also unhappy that Shop Direct registered a default against her account.backgroundOur adjudicator rec... (2 pages)View decision -
Decision Reference DRN9191400
6 Nov 2015 Lloyds Bank PLC UpheldBanking and creditMs D complains that Lloyds Bank PLC didn’t properly set up her debt management plan and harassed her when she was making payments through the plan.backgroundMs D approached a debt management charity to help her arrange repayment plans. The charity set up an arrangement ... (2 pages)View decision -
Decision Reference DRN6064431
12 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMs H complains that Lloyds Bank Plc (previously Lloyds TSB Bank Plc):-failed to offer reasonable assistance when she asked it for help with her financial position;-continued to allow payments to go out of her account after she had moved her banking elsewhere; and- did not keep her prop... (3 pages)View decision -
Decision Reference DRN2080715
28 Feb 2018 Mortgage Express Not upheldBanking and creditMr M and Ms S complained about Mortgage Express. They raised several issues including:-They were unhappy with what had happened when their property was possessed in 2008;- Mr M complained that Mortgage Express was only pursuing him for the shortfall balance outstanding, ... (2 pages)View decision -
Decision Reference DRN8331893
22 Nov 2016 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P’s complaint is about the sale of two payment protection insurance (PPI) policies and the way Capital One (Europe) plc has used the compensation it offered to put things right.backgroundCapital One sold Mrs P two policies linked to her credit card accounts endi... (2 pages)View decision -
Decision Reference DRN-5496151
15 Jul 2025 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-5496151 The complaint Miss D complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited: Have been contacting her about a debt that’s already been paid Are harassing her about this debt Haven’t provided her with documents she’s asked for Are ... (4 pages)View decision -
Decision Reference DRN4618695
30 Sep 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Ms S complain that a representative of Legal & General Partnership Services Limited (L&G) gave them poor advice when they re-mortgaged their property and consolidated some debt. Mr and Ms S’s representative say that they had little reason to consolidat... (4 pages)View decision