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 392389 results
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Decision Reference DRN-5869364
8 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5869364 The complaint Ms C complains that Tesco Underwriting Limited (TUL) declined a claim made under her home insurance policy. Where I’ve referred to TUL, this also includes reference to agents acting on their behalf. What happened Ms C has home insurance underwritten by TUL. A... (6 pages)View decision -
Decision Reference DRN-4581708
8 Oct 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4581708 The complaint Mr and Mrs B complain about how Liverpool Victoria Financial Services Limited (LV) administered their reviewable whole-of-life policy (RWOL). What happened Mr and Mrs B took out a joint RWOL policy in May 2001 which provided them with life cover of £250,000 an... (4 pages)View decision -
Decision Reference DRN-5825583
8 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5825583 The complaint Mr O is unhappy that PayPal UK Ltd has not refunded him for a product he purchased which he says no longer works. What happened In October 2024 Mr O purchased a mobile phone on an auction site for £540. He paid using his PayPal account. Mr O says the mobile pho... (2 pages)View decision -
Decision Reference DRN-5781043
8 Oct 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5781043 The complaint A company, which I’ll refer to as Z, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted access to funds in its seller account. What happened Z is a seller on Amazon. The company complains that substantial funds in its seller account have ... (4 pages)View decision -
Decision Reference DRN-5743070
8 Oct 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5743070 The complaint Mrs J is unhappy with the way MetLife Europe d.a.c. handled a claim made under a group income protection insurance policy, through her (then) employer. What happened Mrs J had the benefit of a group income protection insurance policy (‘the policy’). Subject to... (4 pages)View decision -
Decision Reference DRN-5706752
8 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5706752 The complaint Mr T complains about the actions of The Royal Bank of Scotland Plc (RBS) when he says he was tricked into transferring money as a result of a scam. Mr T is being represented by a legal representative but for ease I’ll refer to Mr T in my decision. What happen... (3 pages)View decision -
Decision Reference DRN-5851268
8 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5851268 The complaint Miss B complains that Nationwide Building Society has not applied the correct interest rate that she opted for when opening her Individual Savings Account (ISA) and savings account. What happened Miss B said Nationwide advertised a new savings rate of 5% in Ma... (3 pages)View decision -
Decision Reference DRN-5746448
8 Oct 2025 AWP P&C S.A. Not upheldInsuranceDRN-5746448 The complaint Mr and Mrs V are unhappy that AWP P&C S.A. declined a claim made on their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-5716174
8 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5716174 The complaint Mr R has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under his home insurance policy. What happened Mr R contacted Lloyds to make a claim for malicious damage to his phone, glasses and carpet caused by his son. Lloyds... (2 pages)View decision -
Decision Reference DRN-5868338
8 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5868338 The complaint A limited liability partnership, which I’ll refer to as ‘B’, is unhappy that Clydesdale Bank PLC, trading as Virgin Money, won’t pay backdated interest on its account. B’s complaint is brought to this service by one of its partners, whom I’ll refer to as ‘Mrs P... (3 pages)View decision