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-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision -
Decision Reference DRN-5219650
20 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5219650 The complaint Ms Q has complained about damage she said Aviva Insurance Limited (Aviva) engineers caused when she made a home emergency claim. What happened Ms Q contacted Aviva to ask it to send an engineer to deal with leaking pipes and a radiator valve. Engineers visited... (3 pages)View decision -
Decision Reference DRN-5240005
20 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5240005 The complaint Ms S complains that Legal and General Assurance Society Limited (L&G) stopped paying benefit for an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’v... (4 pages)View decision -
Decision Reference DRN-5241997
20 Jan 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5241997 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Mr W alle... (7 pages)View decision -
Decision Reference DRN-5119797
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5119797 The complaint Mr N says Barclays Bank UK PLC, trading as “Barclaycard”, refuses to refund him for transactions on his account he says were unauthorised. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (3 pages)View decision -
Decision Reference DRN-5217327
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5217327 The complaint Mrs & Mr C complain about Lloyds Bank General Insurance Limited’s (“Lloyds”) valuation of a piece of jewellery she lost under a home insurance claim. Both Mrs & Mr C are policyholders on the policy, but for ease I’ll mainly refer to Mrs C as it’s her je... (4 pages)View decision -
Decision Reference DRN-5219218
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5219218 The complaint Mr H complains about the way Lloyds Bank PLC (Lloyds) show the balance of his account on his app. What happened In September 2024 Mr H told Lloyds he wasn’t happy with how the app showed his pending balance. He didn’t think it was accurate as he said it didn’t ... (2 pages)View decision -
Decision Reference DRN-5075372
20 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5075372 The complaint Mr W has complained about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited trading as Scottish Life Pensions (“Royal London”) to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in January 2015. Mr W’s QROPS was... (9 pages)View decision -
Decision Reference DRN-4899984
20 Jan 2025 Family Assurance Friendly Society Limited Not upheldInsuranceDRN-4899984 The complaint Mr M complains about Family Assurance Friendly Society Limited trading as OneFamily’s administration of an Over 50’s Life Cover Plan. The Life Cover plan was originally underwritten by an insurer I’ll call E but OneFamily is now responsible for the policy. What... (3 pages)View decision -
Decision Reference DRN-5246582
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5246582 The complaint Ms M is unhappy that Barclays Bank PLC (Barclays) continued to question her about attempted payments from her account when she had confirmed them to be genuine and instructed them to be released. What happened In April 2024, Ms M attempted to make a payment of ... (2 pages)View decision
