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 363152 results
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Decision Reference DRN-5361512
25 Mar 2025 Lloyd's Insurance Company SA UpheldInsuranceDRN-5361512 The complaint Mr M and Miss S complain about the settlement Lloyd’s Insurance Company SA offered them for a claim they made under their overseas home insurance policy. Lloyd’s is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of ... (4 pages)View decision -
Decision Reference DRN-5366106
25 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5366106 The complaint Mrs F complains about how Domestic & General Insurance Plc (“D&G”) installed a replacement cooker at her home following a claim under her home emergency policy. What happened Mrs F had a home emergency insurance policy from D&G covering various dome... (2 pages)View decision -
Decision Reference DRN-5373752
25 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5373752 The complaint C is a limited company. It’s been represented for the complaint by its director - ‘D’. As D’s actions are central to the matter, I’ve frequently referred to her. D’s been represented at points for the complaint. For ease of reading, in places I’ve referred to t... (3 pages)View decision -
Decision Reference DRN-5346977
25 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5346977 The complaint Miss M, who is represented by a third party, complains that Capital One (Europe) plc (‘Capital One’) irresponsibly provided her with credit on two credit cards account that she couldn’t afford to repay. What happened In November 2016 Miss M entered into an agr... (4 pages)View decision -
Decision Reference DRN-5251700
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5251700 The complaint Miss T complains that Monzo Bank Ltd unfairly recorded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Monzo restricted and closed Miss T’s account following a review of certain transactions carried ou... (3 pages)View decision -
Decision Reference DRN-5425075
25 Mar 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5425075 The complaint Mr P has complained about a loan Bank of Scotland plc trading as Halifax provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr P is represented in bringing his complaint, but for ease I’ve written as if we’ve deal... (3 pages)View decision -
Decision Reference DRN-4988264
25 Mar 2025 Drive Motor Retail Limited Not upheldConsumer CreditDRN-4988264 The complaint Mr P complains that he was mis-sold a conditional sale agreement for a vehicle with Drive Motor Retail Limited trading as Drive Vauxhall Bristol (“Drive Vauxhall”). What happened In March 2021 Mr P acquired a car via a finance agreement arranged by Drive Vauxha... (2 pages)View decision -
Decision Reference DRN-5425288
25 Mar 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5425288 The complaint Mr W complains that Great Lakes Insurance SE (Great Lakes) declined claims he made under his furniture warranty. Where I’ve referred to Great Lakes, this also includes reference to agents acting on their behalf. What happened Mr W purchased furniture and alon... (3 pages)View decision -
Decision Reference DRN-4855715
25 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4855715 The complaint Miss J complains that Barclays Bank UK PLC won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. Miss J brings her complaint with the assistance of professional representation, but for readability, in what follow... (2 pages)View decision -
Decision Reference DRN-5321217
25 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5321217 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) were unreasonable when they gave him a warning about the comments he had made when speaking to a bank employee. Mr M is concerned that this will affect his credit file. What happened Mr M called Lloyds in late Octo... (3 pages)View decision
