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 369228 results
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Decision Reference DRN-5321961
26 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5321961 The complaint Mr M and Mrs M have complained that Tesco Underwriting Limited (Tesco) unfairly declined part of a claim under their home insurance policy. What happened Mr M and Mrs M found damage to their home following a storm. They contacted Tesco to make a claim and expl... (4 pages)View decision -
Decision Reference DRN-5318300
26 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5318300 The complaint Mrs D complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs D applied for a credit card with Vanquis in January 2017. In her application, Mrs D said she was r... (3 pages)View decision -
Decision Reference DRN-4924450
26 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4924450 The complaint Mr S has complained, with the help of a professional representative, about a transfer of his personal pension held with The Prudential Assurance Company Limited (‘Prudential’) to a small self- administered scheme (SSAS) in March 2016. Mr S’ SSAS was subsequentl... (10 pages)View decision -
Decision Reference DRN-5286235
26 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5286235 The complaint Miss A complains about Liverpool Victoria Insurance Company Limited’s cancellation of her car insurance policy. What happened Miss A had a car insurance policy with LV from August 2023. In March and April 2024, LV informed her of missed monthly payments on the ... (4 pages)View decision -
Decision Reference DRN-5319415
26 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5319415 The complaint Mr G was unhappy that his claim for lost jewellery was unfairly declined by Aviva Insurance Limited (“Aviva”) under his home insurance policy. What happened Mr G made a claim when his wife lost the diamond from a piece of jewellery. Given he didn’t know how the... (2 pages)View decision -
Decision Reference DRN-5323272
26 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5323272 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application. What happened Mr G applied for a Tesco Bank credit card in May 2023. Mr G’s application said he was employed with a monthl... (3 pages)View decision -
Decision Reference DRN-5286447
26 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5286447 The complaint Mr K, via a representative, complains that Barclays Bank UK PLC (“Barclays”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again... (3 pages)View decision -
Decision Reference DRN-5242567
26 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5242567 The complaint The representative of Mr H’s estate (Mr K) has complained about the decision by Legal and General Assurance Society Limited (‘L&G’) to turn down a life insurance claim and avoid the policy. What happened The late Mr H took out a life insurance policy with ... (3 pages)View decision -
Decision Reference DRN-5318538
26 Feb 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5318538 The complaint Mr C complains that Zopa Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr C applied for a credit card in July 2022. In his application, Mr C said he was employed with an income of £20,000 and living with his parent... (2 pages)View decision -
Decision Reference DRN-5033383
26 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5033383 Complaint Mr S has complained about the quality of a car that Close Brothers Limited (trading as “Close Brothers” Motor Finance) supplied to him through a conditional sale agreement. Background In November 2022, Close Brothers provided Mr S with finance for a used car. The ... (6 pages)View decision
