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 364422 results
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Decision Reference DRN-5307663
11 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5307663 The complaint Ms J, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) irresponsibly provided her with an overdraft that she couldn’t afford to repay sustainably. What happened In January 2003 NatWest agreed to provide Ms J with an... (4 pages)View decision -
Decision Reference DRN-5115712
11 Apr 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5115712 The complaint Mr B complains that Lex Autolease Ltd (“Lex”) charged him following a change in road fund license when he believed his road fund license was included in the costs of the hire agreement. What happened Mr B entered into a hire agreement in July 2023 for a term of... (3 pages)View decision -
Decision Reference DRN-5478462
11 Apr 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5478462 The complaint Mr and Mrs M complain about Accredited Insurance (Europe) Ltd’s decision to turn down their accidental damage insurance claim. What happened Mr and Mrs M hold buildings insurance cover with Accredited, which includes cover for accidental damage to underground ... (5 pages)View decision -
Decision Reference DRN-5446008
11 Apr 2025 Pinnacle Insurance Plc Not upheldInsuranceDRN-5446008 The complaint Mr W’s complaint is about a claim he made on his Pinnacle Insurance Plc (‘Pinnacle’) pet insurance policy, which Pinnacle declined. Mr W says Pinnacle treated him unfairly. What happened Mr W took out a lifetime pet insurance policy underwritten by Pinnacle on ... (3 pages)View decision -
Decision Reference DRN-5130149
11 Apr 2025 Lift-Financial Ltd Not upheldPensions and AnnuitiesDRN-5130149 The complaint Mrs B’s complaint is that LIFT-Financial Ltd (LIFT) provided them (Mr B has also complained and his complaint is dealt with under a separate reference) with mis-leading valuations. Mrs B says she was shown positive valuations and wasn’t aware that at certain ti... (6 pages)View decision -
Decision Reference DRN-4913106
11 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4913106 The complaint and background Mr C complains Lloyds Bank PLC (“Lloyds”) won’t reimburse £3,250 that he lost when he fell victim to an investment scam in 2019. Our investigator didn’t uphold the complaint. He noted that evidence from Lloyds states there was a discussion in br... (2 pages)View decision -
Decision Reference DRN-5454678
11 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5454678 The complaint Mr M complains at how Ageas Insurance Limited recoded a claim he made on his motor insurance policy. He also complains that he wasn’t given a refund after cancelling his policy. What happened Mr B held a motor insurance policy with Ageas. When he drove through ... (2 pages)View decision -
Decision Reference DRN-5404395
11 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5404395 The complaint 1 complain that Monzo Bank Ltd (“Monzo”) failed to prevent payments from leaving their account after they were cancelled. What happened 1 are a company and represented here by Ms S. Ms S has explained that she entered into an arrangement for services with a mer... (4 pages)View decision -
Decision Reference DRN-5130156
11 Apr 2025 Lift-Financial Ltd Not upheldPensions and AnnuitiesDRN-5130156 The complaint Mr B’s complaint is that LIFT-Financial Ltd (LIFT) provided them (Mrs B has also complained and her complaint is dealt with under a separate reference) with mis-leading valuations and didn’t address performance in annual reviews. Mr B says he was shown positive... (7 pages)View decision -
Decision Reference DRN-5384952
11 Apr 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5384952 The complaint Mr and Mrs H have complained about their home insurer HCC International Insurance Company Plc. They are unhappy that it’s declined a claim for a wooden bridge at their property, swept away by flood water and for damage to decking which remains. What happened M... (3 pages)View decision
