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 388057 results
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Decision Reference DRN-5516393
29 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5516393 The complaint Mrs B is unhappy that Legal and General Assurance Society Limited (L&G) stopped paying the monthly benefit following a successful claim made on a group income protection insurance policy. What happened Mrs B has the benefit of a group income protection ins... (5 pages)View decision -
Decision Reference DRN-5517576
29 Apr 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5517576 The complaint Mr S complains that Tesco Underwriting Limited have delayed in making a decision on his motor claim. What happened In January 2024 Mr S’s car was stolen. He reported to the police and the insurers the same day. The police closed the case as a stolen car two we... (2 pages)View decision -
Decision Reference DRN-5481070
29 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5481070 The complaint Mr H complains that The National Farmers' Union Mutual Insurance Society Limited (“NFU”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-... (5 pages)View decision -
Decision Reference DRN-5516823
29 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5516823 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase won’t refund money he lost when he fell victim to a car purchase scam. What happened Mr A saw a car for sale, on a well-known e-commerce marketplace, that he was interested in buying. He says he c... (5 pages)View decision -
Decision Reference DRN-5277211
29 Apr 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5277211 The complaint Mrs G has complained about the way that St. Andrew’s Insurance Plc has handled a claim she made on a mortgage payment protection insurance policy and that it has stopped payments. What happened Mrs G made a sickness claim on the policy which St. Andrew’s start... (5 pages)View decision -
Decision Reference DRN-5395470
29 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5395470 The complaint Mr H is unhappy with the service provided by Aviva Insurance Limited (Aviva) when dealing with a claim under his home emergency insurance policy. Aviva is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed o... (3 pages)View decision -
Decision Reference DRN-5514482
29 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5514482 The complaint Mr T complains that Capital One (Europe) Plc (Capital One) acted irresponsibly in granting him two credit card accounts, as he says they were unaffordable for him. What happened Mr T took out a credit card with Capital One in 2010. The credit limit was £200. In... (4 pages)View decision -
Decision Reference DRN-5081976
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5081976 The complaint Mr O has complained Barclays Bank UK PLC won’t refund numerous transactions he says he didn’t authorise. What happened From November 2021 Mr O was in prison. During this period, he’d tried to get Barclays to change his address so he could have statements sent t... (2 pages)View decision -
Decision Reference DRN-5214384
29 Apr 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-5214384 The complaint Mr M complains that Solium Capital UK Limited didn’t fully explain what was required to ensure the transfer of his Save As You Earn (SAYE) shares completed in the 2023/24 tax- year. What happened Mr M transferred some of his SAYE shares from his account with So... (2 pages)View decision -
Decision Reference DRN-5507644
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5507644 The complaint Mr A complains that Lloyds bank PLC (‘Lloyds’) rejected his credit application and didn’t explain why. What happened Mr A applied for a credit card with Lloyds. They declined his application because he didn’t meet their “scoring” and that having consider his cr... (2 pages)View decision