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-5330812
2 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5330812 The complaint Miss D complains that Lloyds Bank General Insurance Limited (“Lloyds”) declined to recover an escape of water claim that originated in her neighbour’s property, under her home buildings insurance policy. What happened A bedroom in Miss D’s property was damaged ... (2 pages)View decision -
Decision Reference DRN-5248577
2 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5248577 The complaint Mr H complains that Starling Bank Limited (“Starling”) failed to refund a transaction he didn’t recognise. What happened Mr H explained he was abroad and sat outside a restaurant when he noticed his phone was gone from beside him. One of his friends saw the per... (4 pages)View decision -
Decision Reference DRN-5052496
2 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5052496 The complaint Mrs R complains that PSI-Pay Ltd (“Pockit”) failed to refund transactions she didn’t recognise. What happened Mrs R explained that she received three payment notifications from Pockit that she didn’t recognise. These payments were for increasingly large amounts... (3 pages)View decision -
Decision Reference DRN-5242651
1 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242651 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background ... (3 pages)View decision -
Decision Reference DRN-5237513
28 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5237513 The complaint Mr J complains that Haven Insurance Company Limited unfairly cancelled his motor insurance. What happened Mr J had a motor insurance policy with Haven, taken out via a comparison website in February 2024. In April 2024, he was involved in a minor road accident ... (3 pages)View decision -
Decision Reference DRN-5292494
28 Feb 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5292494 The complaint Mrs R complains about how Acromas Insurance Company Limited (‘AICL’) dealt with liability under their motor insurance policy for a third party claim. Mrs R’s policy was sold and is administered by a third party company on AICL’s behalf, and all correspondence h... (3 pages)View decision -
Decision Reference DRN-5150479
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5150479 The complaint Mr P complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the second scam. What happened Mr P came across another advert for a c... (3 pages)View decision -
Decision Reference DRN-5319038
28 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5319038 The complaint Ms T complained that Lloyds Bank General Insurance Limited declined her claim and cancelled her policy due to fraud. What happened In January 2024 Ms T suffered storm damage to her property. Ms T raised a claim with Lloyds. She advised them the storm had blown ... (8 pages)View decision -
Decision Reference DRN-5340985
28 Feb 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5340985 The complaint Mr P complains that a car he hired via a credit agreement with Lex Autolease Ltd isn’t fit for purpose. He wants to terminate the agreement without incurring any charges and also be compensated for having to deal with the faulty car. What happened In June 2021 ... (4 pages)View decision -
Decision Reference DRN-5330464
28 Feb 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5330464 The complaint Mr M complains that Inter Partner Assistance SA (“IPA”) mishandled his claim on his gadget insurance. What happened For the year from early June 2023, Mr M took out a backpacker travel insurance policy. The policy was branded with the name of an insurance inte... (5 pages)View decision
