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 361839 results
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Decision Reference DRN-5394262
24 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5394262 The complaint Mr D has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim he made under his buildings insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr D got in touch with Admiral after w... (3 pages)View decision -
Decision Reference DRN-5375605
24 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5375605 The complaint Ms A has complained about a credit card she took out in June 2015 with Vanquis Bank Limited. She’s said the credit card was unaffordable and shouldn’t have been approved. What happened Ms A took out this Vanquis credit card account in June 2015 with a credit li... (3 pages)View decision -
Decision Reference DRN-4634252
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4634252 The complaint Mr C complains that Revolut Ltd won’t refund money he lost when he fell victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the investigator. The facts abou... (3 pages)View decision -
Decision Reference DRN-4901320
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4901320 The complaint A company, which I’ll refer to as M, complains that National Westminster Bank Public Limited Company unfairly closed its Bounce Back Loan (BBL) and bank account. What happened M had a business bank account with NatWest, with an overdraft facility. In May 2020, ... (3 pages)View decision -
Decision Reference DRN-5334363
24 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5334363 The complaint Mr I complains that Metro Bank PLC have unreasonably blocked access to his accounts and then issued a notice to close them. He’d like access to the funds, and compensation. What happened Mr I held personal accounts with Metro – but in November 2024 he found th... (2 pages)View decision -
Decision Reference DRN-5271882
24 Mar 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5271882 The complaint Mr T is unhappy with the renewal process used by One Call Insurance Services Limited, trading as One Click. What happened In August 2023 Mr T took out a motor insurance policy, which included an automatic renewal service. Prior to the expiry date of the policy... (2 pages)View decision -
Decision Reference DRN-5421345
24 Mar 2025 Preferred Mortgages Limited UpheldMortgagesDRN-5421345 The complaint Mr H complains that Preferred Mortgages Limited has not accurately recorded details of his vulnerability. What happened Mr H has a mortgage with Preferred. The mortgage is administered by Acenden – but Preferred is the lender and responsible for what Acenden di... (4 pages)View decision -
Decision Reference DRN-5364975
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364975 The complaint Miss T complains that NewDay Ltd trading as Debenhams Mastercard terminated her account and recorded a default on her credit file. What happened Miss T held a Debenhams credit card with NewDay. On 24 May 2023 Miss T made a purchase using the card for £8.99. New... (3 pages)View decision -
Decision Reference DRN-5389245
24 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5389245 The complaint Mrs L complains that Tesco Underwriting Limited have not provided clear information about the settlement when her car was written off following an accident, and as a result, she is worse off. What happened Mrs L made a claim on her car insurance after her car ... (2 pages)View decision -
Decision Reference DRN-5210893
24 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5210893 The complaint Mr and Mrs M complain about the way Liverpool Victoria Insurance Company Limited (“LV”) dealt with a claim on their buildings insurance policy and about being charged a higher premium as a result. What happened Mr and Mrs M have had their home insurance with LV... (3 pages)View decision
