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-5344094
26 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5344094 The complaint Ms R complains Lloyds Bank PLC won’t refund her a payment she made on her credit card. What happened In November 2023, Ms R instructed a removals company, who I’ll refer to as “M”, to move her belongings when she moved into a different property. Ms R says ther... (5 pages)View decision -
Decision Reference DRN-5188396
26 Feb 2025 Black Horse Limited Not upheldConsumer CreditDRN-5188396 The complaint Mr H complains about a finance agreement he took out with Black Horse Limited in respect of a holiday lodge. What happened In September 2019 Mr H and his wife entered into an agreement with P, a holiday park business, for a holiday lodge and membership of the p... (3 pages)View decision -
Decision Reference DRN-5356962
26 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5356962 The complaint Mr I and Ms I have complained about delays by AXA Insurance UK Plc in settling a claim made under their home insurance policy. References to AXA in my decision also include its agents. What happened The history and details of this complaint history are well kno... (4 pages)View decision -
Decision Reference DRN-5285804
26 Feb 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5285804 The complaint Mr R complains Nationwide Building Society (NBS) won’t reduce the interest rate on his personal loan What happened In August 2023 Mr R entered into a Fixed Sum loan agreement for £24,569.17 with NBS. The loan was to be repaid over 60 months at £637.97 a month. ... (2 pages)View decision -
Decision Reference DRN-5242493
26 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5242493 The complaint Mr C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a timeshare. The purchase was made by Mr C and his wife but the loan was taken out... (7 pages)View decision -
Decision Reference DRN-5357275
26 Feb 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5357275 The complaint Mr A complains that Marshmallow Insurance Limited avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr A took out a car insurance policy with Marshmallow through a comparison site online in October ... (4 pages)View decision -
Decision Reference DRN-5241204
26 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5241204 The complaint Mr P, Ms E, Miss P and Miss C complain that Aviva Insurance Limited declined their claim against a travel insurance policy. Reference to Aviva includes its agents. What happened Mr P has travel insurance as a benefit of a current account. In August 2024, Mr P ... (3 pages)View decision -
Decision Reference DRN-5313628
26 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5313628 The complaint Mrs H complains that National Westminster Bank Plc (‘NatWest’) irresponsibly provided her with an overdraft that she couldn’t afford to repay sustainably. What happened In June 2011 NatWest agreed to provide Mrs H with an overdraft facility of £300. Mrs H, wh... (4 pages)View decision -
Decision Reference DRN-5357797
26 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5357797 The complaint Mr and Mrs H complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly cancelled their home insurance (buildings) policy and placed a fraud marker on a database. Mr and Mrs H are joint policyholders, but most of the communication regarding the ... (6 pages)View decision -
Decision Reference DRN-5242928
26 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5242928 The complaint Mr H complains that Aviva Life & Pensions UK Limited (Aviva) has failed to administer his Group Personal Pension Plan (the plan) properly, causing him losses of around £12,500. He wants compensation for the losses. What happened Mr H says he complained to ... (3 pages)View decision
