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 364862 results
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Decision Reference DRN-5518970
6 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5518970 The complaint Mr and Mrs B have complained about the way AXA has dealt with a claim for subsidence damage under their commercial landlord insurance policy. Any reference to AXA includes their agents. What happened The background to this complaint is well known to both part... (3 pages)View decision -
Decision Reference DRN-5414511
6 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5414511 The complaint Mrs B is unhappy with the financial assistance offered to her by Barclays Bank UK PLC. What happened Mrs B has three credit accounts with Barclays. Over the past few years, Mrs B has spoken with Barclays on several occasions and asked for interest on her accoun... (3 pages)View decision -
Decision Reference DRN-5497357
6 May 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5497357 The complaint Mr T complains that HELVETIA GLOBAL SOLUTIONS LTD (“HGS”) declined a claim and voided his income protection policy. What happened Mr T took out an income protection policy on 24 April 2023, provided by HGS. The policy paid a monthly benefit of £2,500 for up to... (4 pages)View decision -
Decision Reference DRN-5045950
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5045950 The complaint Mr W complains that Lloyds Bank PLC (Lloyds) has unfairly declined his claim under Section 75 of the Consumer Credit Act 1974 (Section 75 CCA). What happened In April 2023, Mr W paid a total of £8,400 to a law firm (who I’ll call P) to engage its services. Mr W... (4 pages)View decision -
Decision Reference DRN-5501112
6 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5501112 The complaint Mr Z’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (26 pages)View decision -
Decision Reference DRN-5307651
6 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5307651 The complaint Mr T complains Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he doesn’t recognise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In sho... (2 pages)View decision -
Decision Reference DRN-5352242
6 May 2025 Tide Platform Limited UpheldBanking and PaymentsDRN-5352242 The complaint Mr B complains Tide Platform Limited (“Tide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr B says his ... (3 pages)View decision -
Decision Reference DRN-5536366
6 May 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5536366 The complaint Ms H is unhappy that BUPA Insurance Limited (BUPA) declined to cover her private medical insurance claim. What happened Ms H took out a private medical insurance policy with BUPA on 10 August 2023. The policy was underwritten as ‘full medical underwriting’. Thi... (3 pages)View decision -
Decision Reference DRN-5389201
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5389201 The complaint Mr C complains Lloyds Bank PLC closed his account in error. Mr C also complains about Lloyds’ poor communication with him about this error and the impact this mistake has had on his credit file. He further complains Lloyds has breached data protection legislati... (4 pages)View decision -
Decision Reference DRN-5372222
6 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5372222 The complaint Ms L’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy which UKI declined. Ms L says UKI treated her unfairly. What happened Ms L took out a pet insurance policy with UKI which started to run ... (3 pages)View decision
