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 381196 results
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Decision Reference DRN-5388594
28 Mar 2025 ActiveQuote Limited Not upheldInsuranceDRN-5388594 The complaint Mr and Mrs N have complained that ActiveQuote Limited mis-sold a policy to them as it provided misleading advice about the moratorium and what would be covered. What happened Mr and Mrs N bought a private medical insurance policy on a moratorium basis, sold by ... (2 pages)View decision -
Decision Reference DRN-5347025
28 Mar 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5347025 The complaint Mr E’s complaint relates to a Help-to-Buy loan that was administered on behalf of the lender by Lenvi Servicing Limited trading as Lenvi. He is unhappy with what has happened since he asked to be allowed to repay the loan in July 2021, when administration durin... (7 pages)View decision -
Decision Reference DRN-5220230
28 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5220230 The complaint Mrs M complains that Aviva Life & Pensions UK Limited has failed to honour her request to withdraw money from her pension. What happened Mrs M has a Stakeholder Pension with Aviva. She says she contacted Aviva in May 2023 and asked it to allow her to make ... (5 pages)View decision -
Decision Reference DRN-5365604
28 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5365604 The complaint Mr T has complained about the way Aviva Insurance Limited handled a claim under his home emergency insurance policy. References in this decision to Aviva include its agents. What happened Mr T bought a home emergency policy underwritten by Aviva for a flat he... (2 pages)View decision -
Decision Reference DRN-5319844
28 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5319844 The complaint Mr D is unhappy that Zurich have declined a claim he made on his employer’s group income protection policy. What happened Mr D made a claim on his employer’s income protection policy. Zurich declined the claim on the basis that he was absent due to workplace re... (3 pages)View decision -
Decision Reference DRN-5435342
28 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5435342 The complaint Mr W had a bank account and credit card with Lloyds Bank plc. Lloyds changed the address on Mr W’s accounts without his authority, then closed the bank account. Mr W finds this unacceptable, wants an explanation and additional compensation. What happened Mr W c... (4 pages)View decision -
Decision Reference DRN-4399110
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4399110 The complaint Miss L complains that Revolut Ltd won’t refund several payments she says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (10 pages)View decision -
Decision Reference DRN-5391027
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5391027 The complaint Miss K is unhappy that UK Insurance Limited trading as Churchill Car Insurance (UKI) failed to inform her that her car was repairable, and sold it on, after settling her claim as a total loss. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-5323647
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5323647 The complaint Ms A has complained about a credit card she took out in July 2017 with Barclays Bank UK PLC trading as Barclaycard. She’s said the credit card was unaffordable and shouldn’t have been approved. She’s also unhappy with the credit limit increases. What happened M... (3 pages)View decision -
Decision Reference DRN-5236035
28 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5236035 The complaint Mr W complains Lloyds Bank PLC (“Lloyds”) blocked and then closed his account without explanation. To put things tight, Mr W wants the account reopened. What happened The details of this complaint are well known by both parties, so I won’t repeat them again her... (2 pages)View decision
