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 375868 results
-
Decision Reference DRN-5116429
24 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5116429 The complaint Mr O complains that Society of Lloyd’s (“Lloyds”) hasn’t paid him enough to settle his taxi insurance claim. What happened Mr O is a taxi driver and has a commercial vehicle insurance policy which covers him for damage, fire, and... (3 pages)View decision -
Decision Reference DRN-5203109
24 Jan 2025 Michael Scott & Lau Insurance Warehouse UpheldInsuranceDRN-5203109 The complaint Miss G has complained about the fact that Michael Scott and Lau Insurance Warehouse (MSLIW) referred her to a claims management company, I’ll refer to as N. What happened Miss G’s car was damaged in two incidents; one in December 2023 and one in January 2024. S... (2 pages)View decision -
Decision Reference DRN-4869994
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4869994 The complaint Mr S complains the car supplied to him by BMW Financial Services(GB) Limited trading as Alphera Financial Services (BMWFS) was misrepresented – he says it doesn’t achieve the stated mileage range. What happened In July 2023, Mr S entered into a 36 month person... (4 pages)View decision -
Decision Reference DRN-5265947
24 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5265947 The complaint Miss M says Vanquis Bank Limited irresponsibly lent to her. What happened Miss M took out a credit card on 30 January 2019. She was given a £500 credit limit. This was not increased. Miss M says she should not have been given this card; she was a full- time stu... (3 pages)View decision -
Decision Reference DRN-5213827
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5213827 The complaint R, a small business, complains that Lloyds Bank Plc abruptly closed their accounts, which led to them incurring costs. They’d like the bank to reimburse them for these costs. R is represented by a director, Mr H. What happened R held several accounts with Llo... (3 pages)View decision -
Decision Reference DRN-4447131
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4447131 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (10 pages)View decision -
Decision Reference DRN-5026193
24 Jan 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5026193 The complaint Ms U is unhappy that Aviva Life & Pensions UK Limited declined a claim made on a group income protection insurance policy. What happened Ms U had the benefit of a group income protection insurance policy through her employer (‘the policy’). Subject to the... (3 pages)View decision -
Decision Reference DRN-5277297
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5277297 The complaint Mrs F is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened Mrs F had an employment dispute and submitted a... (5 pages)View decision -
Decision Reference DRN-5284741
24 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5284741 The complaint Mrs H is unhappy with National Westminster Bank Plc. Mrs H wanted to draw out a very large sum of cash (£60,000) from a bank branch. Mrs H spoke to the bank about drawing out the money, but agreement couldn’t be reached on releasing her the cash. What happened... (10 pages)View decision -
Decision Reference DRN-5248110
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248110 The complaint Mr L is unhappy that HSBC UK Bank Plc will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr L has brought his complaint through a representative, for ease of reading I will refer solely to Mr L in this decision. What hap... (4 pages)View decision
