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 375868 results
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Decision Reference DRN-5786399
3 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5786399 The complaint Mrs L’s complained – on her own behalf and on behalf of the estate of her late husband Mr L – that Aviva Life & Pensions UK Limited unfairly refused to consider a claim under the terminal illness benefit provided by the policy. What happened In 2004, Mr and... (2 pages)View decision -
Decision Reference DRN-5592276
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592276 The complaint A company that I will refer to as L, complains that Lloyds Bank PLC blocked and closed its account. L is also unhappy with the service it received from Lloyds. Mr A, a director, brings the complaint on behalf of L. What happened L had a business account with ... (4 pages)View decision -
Decision Reference DRN-5742695
3 Sep 2025 Calpe Insurance Company Limited Not upheldInsuranceDRN-5742695 The complaint Mr A complains that Calpe Insurance Company Limited refused to pay a claim on his motor insurance policy. Also, four years after the incident, it told him he would have to repay its outlay for settling the third party’s claim. Reference to Calpe includes the ag... (4 pages)View decision -
Decision Reference DRN-5763965
3 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5763965 The complaint Mr W complains that Barclays Bank UK PLC allowed a transfer of his ISA even though he had expressly said it should not do so. He says too that the bank did not do enough to recover his money. What happened Mr W had a cash ISA with Barclays. It was due to mature... (2 pages)View decision -
Decision Reference DRN-5795627
3 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5795627 The complaint Mr S has complained that AWP P&C S.A. only partly settled a claim made under his travel insurance policy. References to AWP in this decision include its agents. What happened The background to this complaint is well known to the parties. In summary Mr S too... (4 pages)View decision -
Decision Reference DRN-5605598
3 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5605598 The complaint Miss J complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AMEX”) irresponsibly provided her with two credit cards and a credit limit increase on one of the cards. Miss J is supported in bringing her complaint by a representative but for ease I’ll refer ... (6 pages)View decision -
Decision Reference DRN-5661955
3 Sep 2025 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5661955 The complaint Mr P complains that Amplifi Capital (U.K.) Limited trading as Reevo (Reevo) acted irresponsibly in providing him with two personal loans because they were unaffordable for him. What happened Mr P took out a personal loan with Reevo in January 2023. The loan wa... (4 pages)View decision -
Decision Reference DRN-5747146
3 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5747146 The complaint Mr and Mrs B complain that TSB Bank plc used the wrong currency for an international transfer which meant they lost money. What happened Mr B says he tried to transfer £70,000 to his account in Poland on 23 October 2024. The account is in Great British Pound (G... (2 pages)View decision -
Decision Reference DRN-5761968
3 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5761968 The complaint Mr B complains HSBC UK Bank Plc wouldn’t open a new savings account for him without undertaking a credit check. What happened Mr B said he wanted to open a basic savings account in his name to collect funds for a community group. Mr B explained he has banked wi... (3 pages)View decision -
Decision Reference DRN-5686677
3 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5686677 The complaint Miss C complains TSB Bank plc sent her certificate of interest to a third party. What happened Miss C has a current account and a savings account with TSB. Miss C received a final response letter from TSB in February 2025 saying that it had been brought to its ... (2 pages)View decision
