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-5119797
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5119797 The complaint Mr N says Barclays Bank UK PLC, trading as “Barclaycard”, refuses to refund him for transactions on his account he says were unauthorised. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (3 pages)View decision -
Decision Reference DRN-5217327
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5217327 The complaint Mrs & Mr C complain about Lloyds Bank General Insurance Limited’s (“Lloyds”) valuation of a piece of jewellery she lost under a home insurance claim. Both Mrs & Mr C are policyholders on the policy, but for ease I’ll mainly refer to Mrs C as it’s her je... (4 pages)View decision -
Decision Reference DRN-5219218
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5219218 The complaint Mr H complains about the way Lloyds Bank PLC (Lloyds) show the balance of his account on his app. What happened In September 2024 Mr H told Lloyds he wasn’t happy with how the app showed his pending balance. He didn’t think it was accurate as he said it didn’t ... (2 pages)View decision -
Decision Reference DRN-5075372
20 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5075372 The complaint Mr W has complained about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited trading as Scottish Life Pensions (“Royal London”) to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in January 2015. Mr W’s QROPS was... (9 pages)View decision -
Decision Reference DRN-4899984
20 Jan 2025 Family Assurance Friendly Society Limited Not upheldInsuranceDRN-4899984 The complaint Mr M complains about Family Assurance Friendly Society Limited trading as OneFamily’s administration of an Over 50’s Life Cover Plan. The Life Cover plan was originally underwritten by an insurer I’ll call E but OneFamily is now responsible for the policy. What... (3 pages)View decision -
Decision Reference DRN-5246582
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5246582 The complaint Ms M is unhappy that Barclays Bank PLC (Barclays) continued to question her about attempted payments from her account when she had confirmed them to be genuine and instructed them to be released. What happened In April 2024, Ms M attempted to make a payment of ... (2 pages)View decision -
Decision Reference DRN-5272178
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5272178 The complaint Ms H has complained that her home contents insurer, Lloyds Bank General Insurance Limited (‘Lloyds), avoided her policy and refused to deal with her claim after there was a burglary at her home. Lloyds is the underwriter of this policy i.e., the insurer. Durin... (6 pages)View decision -
Decision Reference DRN-5197355
20 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5197355 The complaint Mr C complains that Vanquis Bank Limited have irresponsibly lent to him. What happened Mr C was approved for a Vanquis credit card in March 2019 with a £500 credit limit. I have detailed the credit limit changes below: July 2019 £500 to £1,000 June 2021 £1,000 ... (5 pages)View decision -
Decision Reference DRN-5119807
20 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5119807 The complaint Mr N complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions made with his debit card which he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I will not repeat them in detail here. In... (3 pages)View decision -
Decision Reference DRN-5239946
20 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5239946 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s decision to hold him liable for an accident and settle a third party’s claim on his car insurance policy. Mr A has been represented by his mother Mrs A in this complaint. But for ease of reference, I ... (3 pages)View decision
