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 381082 results
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Decision Reference DRN-5261697
14 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261697 The complaint Miss G and Mr K complain about Admiral Insurance (Gibraltar) Limited’s settlement of a claim under their car insurance policy. What happened Miss G and Mr K had a car insurance policy with Admiral. In June 2024, their car was damaged in an accident and they mad... (3 pages)View decision -
Decision Reference DRN-5281989
14 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5281989 The complaint Mr V complains that Shop Direct Finance Company Limited (SDFCL) was irresponsible in its lending to him. He wants all interest and charges applied to his account refunded along with 8% simple interest and any adverse information recorded about his agreement rem... (3 pages)View decision -
Decision Reference DRN-5034491
14 Feb 2025 AIG Life Limited Not upheldInsuranceDRN-5034491 The complaint Mr and Mrs M have complained that AIG Life Limited (‘AIG’) unfairly declined a claim for one of their children who I will call C1. What happened Mr and Mrs M have critical illness insurance policies, underwritten by AIG, which provide cover for their children. ... (2 pages)View decision -
Decision Reference DRN-4895223
14 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4895223 The complaint Mr J complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr J is being represented by a third party. To keep things simple, I will refer to Mr J throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5272125
14 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5272125 The complaint Mrs B, using a professional representative (“the PR”), has complained that Clydesdale Financial Services trading as Barclays Partner Finance (‘the Lender’) acted unfairly and unreasonably by (1) being party to an unfair relationship with her under Section 140A ... (3 pages)View decision -
Decision Reference DRN-4578939
14 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4578939 The complaint Mr J complains that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr J fell victim to a fake job scam. I will ... (3 pages)View decision -
Decision Reference DRN-4923606
14 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4923606 The complaint Mr and Mrs J complain that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund then the amount Mr J lost as the result of a scam. Mr and Mrs J are being represented by a third party. To keep things simple, I will refer to Mr and Mrs J throug... (4 pages)View decision -
Decision Reference DRN-5294510
14 Feb 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5294510 The complaint Mr H complains that AmTrust Specialty Limited declined to cover a claim on his legal expenses insurance policy. Where I refer to AmTrust Specialty Limited, this includes its agents and claims handlers acting on its behalf. What happened Mr H had a dispute with ... (2 pages)View decision -
Decision Reference DRN-5091794
14 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5091794 The complaint Mr S complains Nationwide Building Society refused to process a transaction after a monthly payment was missed. What happened Mr S has held a credit card with Nationwide for many years and usually pays the balance in full each month after receiving his stateme... (4 pages)View decision -
Decision Reference DRN-5080087
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080087 The complaint Mr B complains that Lloyds Bank PLC unfairly restricted and closed his account. What happened In March last year, following a notification that Mr B was the subject of a bankruptcy order, Lloyds restricted and closed his account after a two-month notice period.... (3 pages)View decision
