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 370149 results
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Decision Reference DRN-4826617
4 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4826617 The complaint Mr C complains that Revolut Ltd won’t refund two payments he 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 of both ... (3 pages)View decision -
Decision Reference DRN-5075908
4 Nov 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5075908 The complaint Mrs F and Mr F complain about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under their home insurance policy for damage to their property. Lloyds use agents to administer the policy and to assess claims. References to Lloyds include th... (5 pages)View decision -
Decision Reference DRN-5029963
4 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5029963 The complaint Mr H is unhappy that Aviva Life & Pensions UK Limited (Aviva) has terminated his income protection claim. What happened Mr H has an income protection policy through his employer. The policy provides cover for benefit to be payable in the event that Mr H can... (4 pages)View decision -
Decision Reference DRN-5124131
4 Nov 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5124131 The complaint Mrs J complains that Shop Direct Finance Company Limited (Shop Direct) haven’t refunded her for items she purchased. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my ... (1 page)View decision -
Decision Reference DRN-4970326
4 Nov 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4970326 The complaint Mr S complains Accredited Insurance (Europe) Ltd (Accredited Insurance) unfairly declined to settle his claim on his home insurance policy. Accredited Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions o... (3 pages)View decision -
Decision Reference DRN-4954097
4 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4954097 The complaint Ms C has complained that Nationwide Building Society won’t credit a cash deposit she says she made. What happened In January 2024, Ms C went to a Nationwide branch and withdrew £100 in cash. She recalls that at the same time, she also deposited £200 cash into h... (2 pages)View decision -
Decision Reference DRN-4975800
4 Nov 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4975800 The complaint Mr P complains that PrePay Technologies Ltd (Prepay) unfairly refused to allow him to cancel the prepaid card which he bought at the airport. What happened In May 2024, Mr P bought a prepaid travel money card at the airport from a business I will refer to as T.... (3 pages)View decision -
Decision Reference DRN-5124098
4 Nov 2024 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5124098 The complaint Miss B is complaining about ZILCH TECHNOLOGY LIMITED because she’s unhappy with its response to her request for assistance with her account. What happened Miss B has a credit card account with ZILCH. Unfortunately, she lost her job in 2023 and contacted ZILCH f... (3 pages)View decision -
Decision Reference DRN-5120968
4 Nov 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5120968 The complaint Mr and Mrs R complain about the handling of their buildings insurance claim by Lloyds Bank General Insurance Ltd (‘Lloyds’). A large part of this complaint concerns Mr and Mrs R’s unhappiness with agents acting on behalf of Lloyds. For clarity, as Lloyds have a... (4 pages)View decision -
Decision Reference DRN-4950974
4 Nov 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4950974 The complaint Mrs and Mr W complain that AXA PPP Healthcare Limited has turned down a claim Mrs W made on their personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I... (5 pages)View decision
