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-5353485
25 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5353485 The complaint Mrs J is unhappy that Santander UK Plc have restricted her accounts. What happened In September 2023, Santander placed restrictions on Mrs J’s accounts because they were concerned about payments that she wanted to make and that she might be falling victim to a... (4 pages)View decision -
Decision Reference DRN-4914094
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4914094 The complaint Mr F complains that Lloyds Bank plc (Lloyds) didn’t refund the cost of goods he ordered but didn’t receive. He would like Lloyds to make the refund. . What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-5353343
25 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5353343 The complaint Mr N and Mrs S complain about the amount Liverpool Victoria Insurance Company Limited (“LV”) paid for the contents section of a claim made on their home insurance policy. References to LV include its agents. What happened In April 2023 an escape of water in M... (5 pages)View decision -
Decision Reference DRN-5023094
25 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5023094 The complaint Mr D complains that Capital One (Europe) plc rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”) in respect of the purchase of flight tickets. What happened Mr D booked flights with a travel agent (‘the Supplier’) on 9 December 2023. His plann... (3 pages)View decision -
Decision Reference DRN-5259366
25 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5259366 The complaint Mr B is unhappy that AXA PPP Healthcare Limited trading as AXA Health didn’t let him know he was going to exceed his outpatient limit. What happened Mr B made claims on his private medical insurance policy which were authorised. One claim related to Cognitive B... (2 pages)View decision -
Decision Reference DRN-5183609
25 Feb 2025 Phoenix Life Limited Not upheldInsuranceDRN-5183609 The complaint Mr K complained that Phoenix Life declined a claim on his life and critical illness policy. What happened Mr K held a life and critical illness policy with Phoenix Life which was due to end in November 2023. In October 2023, Mr K raised a claim after being diag... (3 pages)View decision -
Decision Reference DRN-5305710
25 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5305710 The complaint Mr D complains Experian Limited have discriminated against him and breached the Equality Act 2010 when dealing with his requests for access to their service. What happened Due to Mr D’s disabilities, when he calls Experian he’s unable to complete their Interact... (3 pages)View decision -
Decision Reference DRN-5299028
25 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5299028 The complaint Mr F complains that Advantage Insurance Company Limited unfairly mishandled his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports coupe car, first registered in 2016. Mr F acquired the car in ab... (3 pages)View decision -
Decision Reference DRN-5148005
25 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5148005 The complaint Mr G complains that Capital One (Europe) plc lent to him irresponsibly. What happened Over the years Mr G has had four accounts with Capital One: Account Account Number ending Event date Event Credit limit Account status Account 1 3550 9 Dec 2003 Account openi... (4 pages)View decision -
Decision Reference DRN-5002195
25 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5002195 The complaint Mr S complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened Mr S was introduced to an investment by an individual I’ll refer to as C. Mr S believed that C was a financial advisor.... (4 pages)View decision
