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 392389 results
-
Decision Reference DRN-5684427
22 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5684427 The complaint Mrs B complains that Barclays Bank UK Plc won’t refund her for payments she made from her account as part of an investment scam. Mrs B is being represented by a professional representative, but for ease of reading I’ll just refer to her. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5341691
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5341691 The complaint Mr T complains about a lack of transparency in relation to the exchange rate used by Lloyds Bank PLC (“Lloyds”) when he made an international payment. What happened Mr T had a current account with Lloyds. He made an international payment on the Lloyds app of 1... (3 pages)View decision -
Decision Reference DRN-5545189
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545189 The complaint Mr L complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) failed to cancel his cover as instructed, resulting in the involvement of a debt collector, under his home buildings insurance policy. What happened In November 2023 Mr L said he gave instru... (3 pages)View decision -
Decision Reference DRN-5830684
22 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5830684 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited trading as LV, has treated him unfairly when providing his insurance over a number of years. Mr K feels LV has accepted premiums for his insurance in the knowledge that his vehicles value was lowe... (4 pages)View decision -
Decision Reference DRN-5637358
22 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5637358 The complaint Mr and Mrs L complain that INTACT INSURANCE UK LIMITED declined a claim on their pet insurance policy. What happened Mr and Mrs L took out pet insurance for their pet dog. The policy is in their joint names but Mrs L has dealt with the claim and complaint, so I... (3 pages)View decision -
Decision Reference DRN-5749030
22 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5749030 The complaint Mr G complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened In October 2022 Mr G entered into a hire purchase agreement with OFS to acquire a used car. The ca... (3 pages)View decision -
Decision Reference DRN-5714358
22 Sep 2025 Integrated Financial Arrangements LTD UpheldPensions and AnnuitiesDRN-5714358 The complaint Mrs L complains about the amount of Tax-Free Cash (TFC) she has received from her INTEGRATED FINANCIAL ARRANGEMENTS LTD trading as Transact (Transact) pension. She says Transact told her she would be able to take 25% TFC from her pension, instead of making it c... (5 pages)View decision -
Decision Reference DRN-5777313
22 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5777313 The complaint Mr H is complaining about Black Horse Limited. He says they were irresponsible in lending to him as the repayments were unaffordable. A representative has been dealing with Mr H’s complaint but for ease I’ve written as if we’ve dealt with Mr H directly througho... (3 pages)View decision -
Decision Reference DRN-5796609
22 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5796609 The complaint Ms K has complained that PayPal UK Ltd (“PayPal”) placed a permanent limitation on her account which meant that she has been unable to use her PayPal account. Ms K says that PayPal has not explained why the permanent limitation has been put on her account or wh... (3 pages)View decision -
Decision Reference DRN-5612041
22 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5612041 The complaint Mr H has complained that Barclays Bank UK PLC (“Barclays”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will... (3 pages)View decision