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 360982 results
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Decision Reference DRN-5057014
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5057014 The complaint E, a limited company, complains that Lloyds Bank PLC blocked their account without notification. When they contacted the bank, they were told an investigation was being carried out. They’d like compensation for the inconvenience caused. What happened The backg... (2 pages)View decision -
Decision Reference DRN-4999128
14 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4999128 The complaint A company, which I will refer to as B, complains that Barclays Bank UK Plc wrongly suspended access to its bank account for a period of nearly two months, and then closed the account. What happened B’s directors told us: Barclays began asking questions abou... (4 pages)View decision -
Decision Reference DRN-5324114
14 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5324114 The complaint Mr B’s complaint is that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against payi... (24 pages)View decision -
Decision Reference DRN-5247522
14 Feb 2025 Vitality Life Limited UpheldInsuranceDRN-5247522 The complaint Mrs T complains about the decision by Vitality Life Limited to turn down her claim under a joint life insurance policy. What happened In August 2018, Mrs T and her late husband Mr T took out a joint life insurance policy with Vitality. Mrs T made a claim after... (3 pages)View decision -
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
