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 364862 results
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Decision Reference DRN-5184478
4 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5184478 The complaint Mr F is unhappy with how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) handled a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around October 2023, Mr F paid a clinic I’ll refer to as ‘D’ £1,200 for a course of ha... (4 pages)View decision -
Decision Reference DRN-5368977
4 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5368977 The complaint Mrs B complains that Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined a claim she made on a home insurance policy. What happened Mrs B held a home insurance policy with LV. Following an incident where the police attended her hom... (2 pages)View decision -
Decision Reference DRN-5365888
4 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5365888 The complaint Mr S complains about Advantage Insurance Company Limited (Advantage).declining to cover a dashcam under his motor insurance policy, which he said was taken from his vehicle while at a salvage yard following an accident. References to Advantage in this decision... (3 pages)View decision -
Decision Reference DRN-5453736
4 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5453736 The complaint Mr F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In September 2023 Mr F entered into a two-year fixed sum loan agreeme... (5 pages)View decision -
Decision Reference DRN-5377151
4 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5377151 The complaint Mrs W complains about the way Barclays Bank UK PLC trading as Barclaycard (‘BC’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (3 pages)View decision -
Decision Reference DRN-5392219
4 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5392219 The complaint Mr L complains that UK Insurance Limited (UKI) increased the premium for his car insurance policy following a claim he made. What happened In September 2023 Mr L’s car insurance policy with UKI came up for renewal. The renewal quote price was £644.30, with a r... (2 pages)View decision -
Decision Reference DRN-5082053
4 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5082053 The complaint Miss T complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam, and would like it to refund her the money she lost. What happened Miss T received a text message claiming to be from a delivery company –... (3 pages)View decision -
Decision Reference DRN-5375998
4 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5375998 The complaint Mr G complains that Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), won’t reimburse him with the money he lost as a result of a scam. Mr G has been represented in this complaint by a firm of solicitors. What happened The complaint concerns a payment wh... (5 pages)View decision -
Decision Reference DRN-5457863
4 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5457863 The complaint Miss K is unhappy with the service Nationwide Building Society (Nationwide) provided after she experienced difficulties accessing her online account. What happened In September 2024 Miss K contacted Nationwide as she had been experiencing difficulties accessin... (3 pages)View decision -
Decision Reference DRN-5411962
4 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5411962 The complaint Miss K complains that Nationwide Building Society won’t refund the money she lost as the result of a scam. She also complains about the way it dealt with her account after she told it about the issue. What happened Both parties are familiar with the detailed ba... (4 pages)View decision
