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 365360 results
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Decision Reference DRN-5433050
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5433050 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account for unreasonable and abusive behaviour. Mrs S strongly disputes he behaved in this way. Mr S adds that he has been victimised and unfairly treated, and Lloyds failed to provide him an extension to the... (3 pages)View decision -
Decision Reference DRN-5434867
31 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5434867 The complaint Mr H complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it looked to settle a claim under his motor insurance policy and about the service he received. What happened Mr H was involved in a minor motoring incident when he was ma... (2 pages)View decision -
Decision Reference DRN-5344975
31 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5344975 The complaint Dr M complains about the settlement offered by Assurant General Insurance Limited (Assurant) for a claim made under his mobile phone insurance policy. What happened Dr M took out a mobile phone insurance policy to cover his phone. The terms and conditions expl... (2 pages)View decision -
Decision Reference DRN-5408717
31 Mar 2025 Unum Ltd UpheldInsuranceDRN-5408717 The complaint Mr H is unhappy Unum Ltd declined his claim. What happened Mr H has a group income protection policy through his employer underwritten by Unum. He became absent from work in November 2021 due to a problem with his back and returned to work in January 2022. He ... (6 pages)View decision -
Decision Reference DRN-5441145
31 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5441145 The complaint Mr and Mrs S complain that The Co-operative Bank Plc (‘The Co-op’) won’t refund the money they believe they lost to an authorised push payment (‘APP’) scam. The payments were made from Mr and Mrs S’s joint account, but for ease, I’ll refer only to Mr S through... (5 pages)View decision -
Decision Reference DRN-5312178
31 Mar 2025 EE Limited Not upheldConsumer CreditDRN-5312178 The complaint Mr H complains about how he was treated by EE Limited, following an application for a loan to buy a mobile telephone device. What happened In April 2024, Mr H took out a new deal with EE to provide broadband to his home. A few weeks later, Mr H says he saw anot... (3 pages)View decision -
Decision Reference DRN-5362743
31 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5362743 The complaint Mr J complains that Domestic & General Insurance Plc (“D&G”) declined to cover damage caused during repairs to fix a claim under his home emergency insurance policy. What happened Mr J had a home emergency policy with D&G covering him for domestic e... (3 pages)View decision -
Decision Reference DRN-5236468
31 Mar 2025 Euroins AD Not upheldInsuranceDRN-5236468 The complaint Mr S complains that Euroins AD hasn’t paid a claim under his travel insurance policy. What happened Mr S’ family member has represented him throughout the complaint. For ease of reading, I’ve only referred to Mr S in my decision. Mr S took out a single trip t... (3 pages)View decision -
Decision Reference DRN-5000292
31 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5000292 The complaint Mr W complains about the quality of a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VFS). When I refer to what Mr W has said and what VFS have said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN-5041640
31 Mar 2025 QIC Europe Ltd UpheldInsuranceDRN-5041640 The complaint A limited company, which I will refer to as T, complains about the administration of its commercial insurance policy by QIC Europe Ltd. The issues relate to a claim made for business interruption caused by the COVID-19 pandemic. What happened The following is o... (3 pages)View decision
