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 367928 results
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Decision Reference DRN-5404996
27 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5404996 The complaint Mr R complains that Metro Bank PLC told him in error that his ISA had been transferred to a different financial institution from the one he’d requested. And that he spent several days chasing up the matter, causing him distress and anxiety. What happened In Nov... (2 pages)View decision -
Decision Reference DRN-5497757
27 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5497757 The complaint Mr T complains about how Starling Bank Limited (Starling) failed to prevent gambling transactions debiting his account. Accordingly, Mr T would like Starling to refund the transactions, with interest. What happened The details of this case are well known to bot... (2 pages)View decision -
Decision Reference DRN-5580385
27 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5580385 The complaint Mr and Mrs L are unhappy with the service they received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Mr and Mrs L were on holiday in a country I’ll refer to as ‘A’ with their two young children. Their younge... (7 pages)View decision -
Decision Reference DRN-5574174
27 May 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5574174 The complaint Mr M complains that Zurich Assurance Ltd declined a claim he made on an income protection policy. Mr M is represented but I’ll refer to all submissions as being made by him. What happened Mr M claimed on his income protection policy as he’s experiencing signifi... (3 pages)View decision -
Decision Reference DRN-5516151
27 May 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5516151 The complaint Mr M complains that Tesco Personal Finance Limited trading as Tesco Bank lent to him irresponsibly and added a default to his credit file unfairly. What happened Mr M applied for a loan with Tesco for £25,000 over 84 months to refinance his existing debt. On 30... (4 pages)View decision -
Decision Reference DRN-5574470
26 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5574470 The complaint Miss S complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to open a credit card account and subsequently apply further credit limit increases as the lending was unaffordable. What happened In January 2023 Miss S applied for a credit card a... (4 pages)View decision -
Decision Reference DRN-5348789
26 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5348789 The complaint Mrs H complains about the way in which Lloyds Bank PLC handled her chargeback claim. What happened Mrs H purchased a bed from a merchant on eBay. When the bed arrived, it had some missing parts and some damage. Mrs H contacted the merchant and asked to return t... (2 pages)View decision -
Decision Reference DRN-5551293
26 May 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5551293 The complaint Mr A has complained that Highway Insurance Company Limited unfairly rejected a claim he made for storm damage under a home insurance policy he shares jointly with Mrs C. What happened In October 2024 Mr A made a claim for damage to a stone boundary wall which h... (3 pages)View decision -
Decision Reference DRN-5580500
24 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5580500 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) failed to adequately progress their claim for subsidence damage, when it paid out for the claim and then asked for some of the money back, saying it had overpaid them. What happened T... (3 pages)View decision -
Decision Reference DRN-5561650
24 May 2025 W. Denis Financial Services Limited Not upheldPensions and AnnuitiesDRN-5561650 The complaint Mr S says W. Denis Financial Services Limited (WDFS) failed to provide him with adequate advice concerning the sustainability of his retirement funds and the level of risk his investments were exposed to. He says the overall service he received was also lacking... (6 pages)View decision
