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-5272178
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5272178 The complaint Ms H has complained that her home contents insurer, Lloyds Bank General Insurance Limited (‘Lloyds), avoided her policy and refused to deal with her claim after there was a burglary at her home. Lloyds is the underwriter of this policy i.e., the insurer. Durin... (6 pages)View decision -
Decision Reference DRN-5197355
20 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5197355 The complaint Mr C complains that Vanquis Bank Limited have irresponsibly lent to him. What happened Mr C was approved for a Vanquis credit card in March 2019 with a £500 credit limit. I have detailed the credit limit changes below: July 2019 £500 to £1,000 June 2021 £1,000 ... (5 pages)View decision -
Decision Reference DRN-5119807
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5119807 The complaint Mr N complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions made with his debit card which he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I will not repeat them in detail here. In... (3 pages)View decision -
Decision Reference DRN-5239946
20 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5239946 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s decision to hold him liable for an accident and settle a third party’s claim on his car insurance policy. Mr A has been represented by his mother Mrs A in this complaint. But for ease of reference, I ... (3 pages)View decision -
Decision Reference DRN-5175697
20 Jan 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5175697 The complaint Mrs X has complained about her mortgage she holds with Pepper (UK) Limited trading as Engage Credit. Her interest only mortgage term is coming to an end and she wanted to extend the term, on either an interest only or repayment basis, but Engage didn’t agree to... (2 pages)View decision -
Decision Reference DRN-5272135
20 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5272135 The complaint Mrs F complains about various aspects of esure Insurance Limited’s (“esure”) handling of a claim she made on her car insurance policy, in addition to it pressuring her into accepting a renewal. What happened In February 2023 Mrs F was involved in a road traffi... (6 pages)View decision -
Decision Reference DRN-5272062
20 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5272062 The complaint Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (19 pages)View decision -
Decision Reference DRN-5251999
20 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5251999 The complaint Mr L complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to avoid his car insurance policy following a claim he made. What happened Mr L held a motor insurance policy underwritten by LV. He made a claim in March 2024 after he was invol... (4 pages)View decision -
Decision Reference DRN-5232681
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5232681 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) didn’t explain why they wouldn’t increase his credit limit. What happened Mr A asked Barclays to increase his credit limit but when they refused, he was unhappy with the explanation he was given. He referred h... (2 pages)View decision -
Decision Reference DRN-5271798
20 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5271798 The complaint Ms S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In February 2023 Ms S entered into a 25-... (4 pages)View decision
