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 381196 results
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Decision Reference DRN-5252053
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5252053 The complaint Miss G complains Lloyds Bank plc (Lloyds) failed to identify the reasons why she was experiencing difficulties receiving one-time passcodes by text message. What happened Miss G says for a number of years she wasn’t receiving one-time passcodes (OTP) from Lloyd... (3 pages)View decision -
Decision Reference DRN-5197692
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5197692 The complaint Mr P complains that Barclays Bank UK PLC (Barclays) sent him an alert to tell him a payment was required when it wasn’t. What happened Mr P set up a direct debit on his credit card account in October 2024. He’d previously cleared the balance on the account. Bar... (2 pages)View decision -
Decision Reference DRN-5194539
22 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5194539 The complaint Mr J has complained that Aviva Insurance Limited didn’t provide a refund of premium he expected when it removed a driving conviction recorded against his car insurance policy. What happened Mr J bought a car insurance policy with Aviva. When he bought the polic... (2 pages)View decision -
Decision Reference DRN-5233434
22 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5233434 The complaint Mr B complains that Lloyds Bank General Insurance Limited unfairly rejected his claim for storm damage under his home and buildings insurance policy. Lloyds applied its fraud exclusion as a reason to reject Mr B’s claim. What happened In February 2024 Mr B made... (3 pages)View decision -
Decision Reference DRN-5232704
22 Jan 2025 Pinnacle Insurance Plc Not upheldInsuranceDRN-5232704 The complaint Mrs C complains that Pinnacle Insurance Plc trading as EVERYPAW declined a claim on her pet insurance policy. What happened Mrs C took out a pet insurance policy underwritten by Pinnacle, which started on 11 April 2023. When she later made a claim for treatment... (2 pages)View decision -
Decision Reference DRN-5236097
22 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5236097 The complaint Mr P complains that Ikano Bank AB (publ) reported a missed payment on his credit file. What happened On 9 May 2024 Mr P changed his direct debit payment date via the Ikano app. He requested for his payment date to be changed from 15 th of each month to 28 th of... (2 pages)View decision -
Decision Reference DRN-5126759
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5126759 Complaint Mrs P has complained that Barclays Bank UK PLC (trading as “Barclaycard”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that Barclaycard would have realised that it shouldn’t have provided this credit card or t... (8 pages)View decision -
Decision Reference DRN-5207187
22 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5207187 Complaint Ms B has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty as the repayments re... (6 pages)View decision -
Decision Reference DRN-5134584
22 Jan 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5134584 Complaint Mr D has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided him with a catalogue shopping account and a limit increase. He’s said that that this resulted in his debt spiralling and him falling behind on his priority bill... (5 pages)View decision -
Decision Reference DRN-4669764
21 Jan 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-4669764 The complaint Mr R has complained that ClearBank Limited (trading as Tide) won’t refund the money he lost after falling victim to a scam. What happened In late 2023, a scammer attempted a payment on Mr R’s account which was rejected. The scammer then spoofed Tide’s number to... (3 pages)View decision
