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 370149 results
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Decision Reference DRN-4871313
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4871313 The complaint C, a limited company, complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded all the money it lost, after it was the victim of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well known to both parties. As a resu... (5 pages)View decision -
Decision Reference DRN-5338151
3 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5338151 The complaint Mr H complains that American Express Services Europe Ltd (‘AESEL’) closed his credit card account and won’t say why. He also complains he didn’t receive a cashback amount due to him. Mr H wants to know why his account was closed and for it to be reinstated if ... (2 pages)View decision -
Decision Reference DRN-5366113
3 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5366113 The complaint A company, which I’ll refer to as R, complains that Santander UK Plc won’t reimburse it after it lost money to an investment – that it now considers to have been a scam. Mr S, who is a director of R, brings the complaint on R’s behalf via a family representativ... (11 pages)View decision -
Decision Reference DRN-5081388
3 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5081388 The complaint Ms H complains U K Insurance Limited (UKI) has caused significant delays in progressing a claim made under her buildings insurance policy for subsidence. Any references to UKI include its agents. What happened In June 2018, Ms H noticed there was cracking to ... (3 pages)View decision -
Decision Reference DRN-5236225
3 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5236225 The complaint Mr D complains about how Advantage Insurance Company Limited dealt with a claim against his motor insurance policy after his car was hit by an uninsured driver. Mr D has appointed a representative to help him with this complaint. For simplicity I will refer to ... (3 pages)View decision -
Decision Reference DRN-5294478
3 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5294478 The complaint Mr D made a claim on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy for cover to bring a claim in relation to land he said his neighbour stole and damage to his property. Mr D says ARAG treated him unfairly by not pro... (2 pages)View decision -
Decision Reference DRN-5331073
3 Mar 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5331073 The complaint Ms S complains that Allianz Insurance Plc trading as Petplan rejected a claim on her horse insurance policy. What happened Ms S had insurance, underwritten by Allianz, for her horse. The policy included cover for treatment costs and for death benefit. Ms S made... (2 pages)View decision -
Decision Reference DRN-5366042
3 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5366042 The complaint Mr A complained that his home insurance policy was unfairly cancelled when his insurer Accredited Insurance (Europe) Ltd (“AI”) became aware of a change in circumstances. What happened When Mr A called AI to inform it he wanted to insure a new item under his po... (3 pages)View decision -
Decision Reference DRN-5323341
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5323341 The complaint Mr S is unhappy with how Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) handled his request to close his credit card account. Mr S would like Barclaycard to increase the amount of compensation they’ve offered to him. What happened In August 2024 ... (3 pages)View decision -
Decision Reference DRN-5336931
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336931 The complaint Mrs B and Mr B are unhappy that Aviva Insurance Limited recorded a claim they made as a fault claim, without attempting to obtain CCTV of the third-party car which damaged their parked car. What happened Mrs B and Mr B’s parked car was hit, and the third-party ... (2 pages)View decision
