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 375868 results
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Decision Reference DRN-5134057
21 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5134057 The complaint Mr S complains TSB Bank PLC (“TSB”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr S complained to TSB about many transactions on his account, some he disputes as unauthorised and some he says he did authoris... (2 pages)View decision -
Decision Reference DRN-5411929
21 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5411929 The complaint Mr W complains that Specialist Motor Finance Limited (“SMF”) failed to conduct sufficient checks into his financial position before it entered into a hire purchase agreement with him. What happened In August 2019, SMF provided Mr W with a hire purchase agreeme... (5 pages)View decision -
Decision Reference DRN-5352502
21 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5352502 The complaint Mrs A complains that Ageas Insurance Limited (Ageas) voided her motor insurance policy and didn’t pay her claim. What happened Mrs A took out a motor insurance policy with Ageas in July 2023. She declared she was the main user and added her daughter and son-in... (5 pages)View decision -
Decision Reference DRN-5410930
21 Mar 2025 AWP P&C S.A. UpheldInsuranceDRN-5410930 The complaint Mrs F is unhappy with the assistance she received from AWP P&C S.A. under her travel insurance policy after she was hospitalised whilst abroad. She’s also unhappy with the way it’s handled her claim. All reference to AWP includes in medical assistance team... (7 pages)View decision -
Decision Reference DRN-5197506
21 Mar 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5197506 The complaint Mr H is unhappy with the sale of his income protection policy by Lifesearch Partners Limited (LPL). What happened Mr H was sold a group of insurance policies through LPL in 2021. After assessing his financial circumstances and needs, LPL recommended an insuran... (5 pages)View decision -
Decision Reference DRN-5417232
21 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5417232 The complaint Mr and Mrs C are unhappy that Aviva insurance Limited declined a claim made on their travel insurance policy (‘the policy’) after they cancelled their holiday. What happened I issued my provisional decision in February 2025 explaining in a bit more detail why ... (3 pages)View decision -
Decision Reference DRN-5344282
21 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5344282 The complaint Mr J complains that Tesco Personal Finance Limited (‘Tesco’) irresponsibly agreed to lend to him by way of a personal loan he couldn’t afford to repay. What happened In October 2017, Mr J took out a personal loan in the form of a fixed sum loan agreement with ... (4 pages)View decision -
Decision Reference DRN-5083856
21 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5083856 The complaint Mr and Mrs S hold/held a joint account with National Westminster Bank Public Limited Company (“NatWest”). Mr and Mrs S’s complaint is about NatWest’s refusal to reimburse them money they say they lost due to a scam. Mr and Mrs S are represented by Mendelsons So... (5 pages)View decision -
Decision Reference DRN-5045914
21 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5045914 The complaint Mr B complains about a fixed sum loan agreement with Clydesdale Financial Services Limited trading as Barclays Partner Finance. What happened In early February 2024, Mr B took out a fixed sum loan agreement with Clydesdale, to pay for a brand new mobile telepho... (3 pages)View decision -
Decision Reference DRN-4756849
21 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4756849 The complaint Mr J complains that Lloyds Bank PLC didn’t treat him fairly after he lost money to an email interception scam. Other complaints concerning the same scam are the subject of separately issued decisions. This decision solely concerns the complaint about Lloyds Ban... (4 pages)View decision
