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-5390065
27 Mar 2025 Pinnacle Insurance Plc Not upheldInsuranceDRN-5390065 The complaint Mrs H complains Pinnacle Insurance Plc (“Pinnacle”) has unfairly declined a claim she made on a pet insurance policy. What happened What follows is intended to be a summary of the background behind Mrs H’s complaint. It isn’t intended to be a detailed timeline ... (4 pages)View decision -
Decision Reference DRN-5164172
27 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5164172 The complaint Mr G and Mrs G complained about Advantage Insurance Company Limited’s valuation of their car and other actions after they claimed under their motor insurance policy. What happened After Mr G and Mrs G’s car was damaged in an accident, Advantage decided that it... (4 pages)View decision -
Decision Reference DRN-5434275
27 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5434275 The complaint Ms D complains that when fraudsters opened an illegitimate account in her name in December 2023, Lloyds allowed them to tamper with her genuine account. What happened In April 2023, Lloyds notified Ms D that a fraudster had attempted to open an account in her n... (2 pages)View decision -
Decision Reference DRN-5397752
27 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5397752 The complaint Mr F complains Santander UK Plc didn’t investigate his fraud claim properly and closed his account. He’s also unhappy about the service he received when calling Santander. What happened Mr F had a basic bank account, which he opened in 2021. In March 2024, Mr... (3 pages)View decision -
Decision Reference DRN-5423922
27 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5423922 The complaint Ms A complains about Clydesdale Financial Services Limited trading as Barclays Partner Finance (“Barclays Partner Finance”) for advice it gave to her and its reporting of a missed payment for a period of time. She thinks that this caused her a financial effect ... (2 pages)View decision -
Decision Reference DRN-5065914
27 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5065914 The complaint Mr B complains that Barclays closed his account with immediate effect, and registered a Cifas marker against him, without due cause. He said Barclays also kept sending him bank cards he did not ask for and did not respond to him when he contacted them about thi... (4 pages)View decision -
Decision Reference DRN-5241838
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5241838 The complaint Ms D is unhappy Monzo Bank Ltd will not refund £6,588 she lost as the result of a scam. Ms D brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms D in this decision. What happened As both parties are awa... (5 pages)View decision -
Decision Reference DRN-5030196
27 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5030196 The complaint Mr A complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (5 pages)View decision -
Decision Reference DRN-5364881
27 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5364881 The complaint Mr S complains that Lloyds Bank PLC didn't reimburse him after he fell victim to a scam. Mr S is represented in this matter by a claims management company, but for ease of reading I will refer to Mr S throughout this decision. What happened The background ... (6 pages)View decision -
Decision Reference DRN-5232942
27 Mar 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5232942 The complaint Mr S is unhappy that The Prudential Assurance Company Ltd (“Prudential”) are seeking to recover overpaid benefits that they’d paid to him between 2020 and 2023. What happened Mr S opened a Flexible Income Drawdown Plan (“the plan”) with Prudential in 2007, depo... (4 pages)View decision
