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 384131 results
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Decision Reference DRN-5424843
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5424843 The complaint Mr C has complained that Aviva Insurance Limited declined a cancellation claim he made on a travel insurance policy. What happened Mr C had planned a trip abroad for a family celebration in October 2024. Unfortunately, he was unable to have one of the required... (3 pages)View decision -
Decision Reference DRN-5369405
31 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5369405 The complaint Miss B complains about the way in which Lloyds Bank PLC (Lloyds) have dealt with debt on her credit card account. What happened Lloyds had appointed a collection agency (who I’ll call ‘M’) to collect the debt Miss B owed them. In August 2022 they decided to rev... (2 pages)View decision -
Decision Reference DRN-5383908
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5383908 The complaint Mr H complains about a decision taken by Barclays Bank UK PLC to remove his £300 current account overdraft facility. What happened On 29 November 2024 Barclays wrote to Mr H to say that on 17 January 2025 it would be removing his £300 overdraft facility. Unhapp... (2 pages)View decision -
Decision Reference DRN-5440797
31 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5440797 The complaint Mr S’s complaint is about the handling of claim under his legal expenses insurance cover with Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents... (4 pages)View decision -
Decision Reference DRN-5390743
31 Mar 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5390743 The complaint Miss M is unhappy that Allianz Insurance Plc (Allianz) trading as Petplan paid her less than she feels it should when she made a claim on her policy. What happened The events which led up to this complaint are well known to both parties, so I’ll give just a br... (3 pages)View decision -
Decision Reference DRN-5207968
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5207968 The complaint Mrs N complains Barclays Bank UK PLC (“Barclays”) closed her account without explanation and used her benefit payments to repay her overdraft debt with it. Mrs N says Barclays actions have caused her significant distress and inconvenience, particularly given he... (3 pages)View decision -
Decision Reference DRN-5380761
31 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5380761 The complaint Mr C complains that U K Insurance Limited (“UKI”) unfairly declined his claim for storm damage to his garage roof, under his home buildings insurance policy. What happened Mr C’s garage roof covering was blown off during a storm in January 2024. Prior to this h... (3 pages)View decision -
Decision Reference DRN-5433050
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5433050 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account for unreasonable and abusive behaviour. Mrs S strongly disputes he behaved in this way. Mr S adds that he has been victimised and unfairly treated, and Lloyds failed to provide him an extension to the... (3 pages)View decision -
Decision Reference DRN-5434867
31 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5434867 The complaint Mr H complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it looked to settle a claim under his motor insurance policy and about the service he received. What happened Mr H was involved in a minor motoring incident when he was ma... (2 pages)View decision -
Decision Reference DRN-5344975
31 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5344975 The complaint Dr M complains about the settlement offered by Assurant General Insurance Limited (Assurant) for a claim made under his mobile phone insurance policy. What happened Dr M took out a mobile phone insurance policy to cover his phone. The terms and conditions expl... (2 pages)View decision
