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 385419 results
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Decision Reference DRN-5410893
7 Apr 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5410893 The complaint Miss C has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under her home insurance policy. References to Lloyds include companies acting on its behalf. What happened Miss C had a water leak in her home. So, she made a c... (3 pages)View decision -
Decision Reference DRN-5324672
7 Apr 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5324672 The complaint Miss O complains TransUnion International UK Ltd merged her credit file with another person, allowing them access to her personal data. What happened Miss O contacted TransUnion on 2 December 2024, as it had been brought to her attention another individual, wi... (2 pages)View decision -
Decision Reference DRN-4733445
7 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4733445 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited (Admiral) settled a motor accident claim without having sight of the police report. He is also unhappy that Admiral has not reimbursed his policy excess. What happened The details of this complaint are w... (4 pages)View decision -
Decision Reference DRN-5347928
7 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5347928 The complaint Mrs C is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs C is being represented by a claims management company but for ease of reference I’ll only refer to Mrs C here. What happened The detailed background to this complaint... (4 pages)View decision -
Decision Reference DRN-5277429
7 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5277429 Complaint Mr H has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s ... (6 pages)View decision -
Decision Reference DRN-5427335
7 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5427335 The complaint Mr K complains that Barclays Bank UK PLC don’t include the non-sterling purchase fee at the transaction authorisation stage. What happened Mr K complained to Barclays that when he made foreign currency transactions the pending payment amount displayed didn’t in... (2 pages)View decision -
Decision Reference DRN-5447630
7 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5447630 Complaint Mr H has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s ... (5 pages)View decision -
Decision Reference DRN-5401182
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5401182 Complaint Ms M complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Background In November 2014, BMW FS provided Ms M... (3 pages)View decision -
Decision Reference DRN-5365914
7 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5365914 The complaint Mr D is unhappy that The Royal London Mutual Insurance Society Limited (‘Royal London’) ended a claim made on his income protection insurance policy and asked him to pay back the benefit it had been paying to him under the policy. Although Mr D is being repres... (6 pages)View decision -
Decision Reference DRN-5315151
7 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5315151 Complaint Mr H has complained about the overdraft charges Bank of Scotland plc (“Halifax”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s account were unfair as there... (5 pages)View decision
