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 381194 results
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Decision Reference DRN-5531032
10 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5531032 The complaint Miss W complains about how Admiral Insurance (Gibraltar) Limited dealt with a claim against her motor insurance policy. Reference to Admiral includes its agents. What happened Miss W had a motor insurance policy underwritten by Admiral. Miss W’s car was stolen... (3 pages)View decision -
Decision Reference DRN-5428829
10 Jun 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5428829 The complaint Mr H is unhappy that Lendable Ltd, trading as Zable, allowed him to transfer money to gambling websites. What happened In March 2024, Mr H raised a complaint with Zable because he was unhappy that they had allowed him to transfer money from his Zable account to... (4 pages)View decision -
Decision Reference DRN-5610659
10 Jun 2025 American International Group UK Limited Not upheldInsuranceDRN-5610659 The complaint Mrs D is unhappy that American International Group UK Limited (AIG) declined to fully settle her personal accident claim. What happened Mrs D has a personal accident policy underwritten by AIG. On 18 September 2024, Mrs D unfortunately tripped and fell which ca... (3 pages)View decision -
Decision Reference DRN-5388881
10 Jun 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5388881 The complaint Mr W complains The National Farmers’ Union Mutual Insurance Society Limited handled his business insurance claim poorly. NFU’s been represented for the claim by contractors. For simplicity in places, I’ve referred to the contractors’ actions as being NFU’s own... (3 pages)View decision -
Decision Reference DRN-5613973
10 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5613973 The complaint Mr C is unhappy with how MBNA Limited (“MBNA”) handled his claim for a refund. What happened Mr C purchased golf clubs from a supplier I shall call “G” in 2021. He says he discovered at the start of 2024, when he received findings from a custom golfing fitter ... (3 pages)View decision -
Decision Reference DRN-5355062
10 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5355062 The complaint This complaint is brought by Mr C in his capacity as a director of a limited company I will refer to as D Ltd. Mr C is unhappy that Barclays Bank UK PLC declined a request that D Ltd be allowed to rent out property mortgaged to Barclays. Mr C is also unhappy t... (3 pages)View decision -
Decision Reference DRN-5295308
10 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5295308 The complaint Mr A complains that Lloyds Bank PLC declined his claim for a refund of a payment he made using his Lloyds credit card account. What happened In May 2023, Mr A used his Lloyds credit card to pay a firm (that I’ll refer to as P) £249 for a training course to teac... (2 pages)View decision -
Decision Reference DRN-5612242
10 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5612242 The complaint Miss O has complained about a kitchen she paid for using a fixed sum loan with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF). What happened The circumstances of the complaint are well known so I won’t go over everything again ... (4 pages)View decision -
Decision Reference DRN-5562696
10 Jun 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5562696 The complaint Ms C is unhappy that Liverpool Victoria Financial Services Limited (LV) declined her income protection claim. She’s also unhappy with the service LV has provided in handling her claim. What happened The background to this complaint is well-known to both partie... (5 pages)View decision -
Decision Reference DRN-5613044
10 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5613044 The complaint Mrs H complains Lloyds Bank PLC lent to her irresponsibly when they granted her an overdraft and failed to ensure it remained affordable. What happened Mrs H complains about the following lending decisions and Lloyds’ failure to monitor her reliance on borrowi... (4 pages)View decision
