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 386796 results
-
Decision Reference DRN-5838725
22 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5838725 The complaint Mr P and Mrs G complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim for storm damage, under their home buildings insurance policy. I’ll refer to Mr P for ease. What happened Mr P noticed water ingress through an extractor f... (3 pages)View decision -
Decision Reference DRN-5973370
22 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5973370 The complaint Mrs G has complained that Kroo Bank Ltd failed to process chargeback requests she made in relation to a number of disputed transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 pages)View decision -
Decision Reference DRN-5724116
22 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5724116 The complaint Mr O complains about the balance of a fixed sum loan agreement he has with EE Limited. What happened In September 2024, Mr O took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone handset. The cash price of the handset was around £... (3 pages)View decision -
Decision Reference DRN-5842940
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842940 Complaint Mr O complains on behalf of A, a limited company, that Lloyds Bank PLC didn’t pay a refund after it reported falling victim to a scam. Background In 2021, Mr O became aware of an opportunity to invest in a company, which I will refer to as L. This company had ente... (4 pages)View decision -
Decision Reference DRN-6020161
22 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-6020161 The complaint A company which I’ll call ‘L’ complains that Starling Bank Limited won’t reimburse the money it lost as a result of fraudulent transactions from its account. The complaint is brought on L’s behalf by its director, who I’ll call ‘Mr S’. What happened Both partie... (4 pages)View decision -
Decision Reference DRN-5912069
22 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5912069 The complaint Mr M has complained that Legal and General Assurance Society Limited (‘L&G’) unfairly declined his claim and voided his policies from inception. What happened Mr M bought a life and critical illness policy and an income protection policy in 2011. In July 20... (2 pages)View decision -
Decision Reference DRN-5597594
22 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5597594 The complaint Ms H complains that Wise Payments Limited (‘Wise’) won’t refund money she lost as part of a scam. Ms H is represented in this matter, but for ease of reading I have referred to Ms H throughout this decision. What happened The background to this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5899808
22 Dec 2025 British Gas Insurance Limited UpheldInsuranceDRN-5899808 The complaint Mr G has complained about the advice and service provided by British Gas Insurance Limited (‘British Gas’) under his home emergency policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (4 pages)View decision -
Decision Reference DRN-6039812
22 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6039812 The complaint Ms F complains Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’) did not send her SMS alerts for her current account, which in turn caused her to incur charges. What happened I issued my provisional decision to both parties explaining why I thought Ms F’... (3 pages)View decision -
Decision Reference DRN-5933055
22 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5933055 The complaint Mr and Mrs W are unhappy with how Assurant General Insurance Limited (Assurant) has dealt with a mobile phone insurance claim. What happened Mr and Mrs W have mobile phone insurance alongside their current account. Assurant is the underwriter, and the insurance... (2 pages)View decision
