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 362716 results
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Decision Reference DRN-4601750
4 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4601750 The complaint Miss M says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Miss M took out two credit cards from Virgin Money. The first card was opened in October 2017 with a credit limit of £10,000. The second was opened in June 2018 with... (3 pages)View decision -
Decision Reference DRN-4510401
4 Mar 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4510401 The complaint Mrs K has complained that Sabre Insurance Company Limited unfairly declined a theft claim she made under her car insurance policy. Sabre has cited its fraud exclusion as a reason for declining the claim. What happened Mrs K says she bought a car in November 2022 u... (3 pages)View decision -
Decision Reference DRN-4535353
4 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4535353 The complaint Mrs W complains Barclays Bank PLC (Barclays) made errors handing her complaint about disputed transactions and has not treated her fairly. In addition, Mrs W says Barclays has not been considerate of her communication needs. Mrs W has brought her complaint via a r... (2 pages)View decision -
Decision Reference DRN-4470174
4 Mar 2024 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-4470174 The complaint Mrs E says that Vanguard Asset Management, Ltd (‘Vanguard’) should not have marketed a bond which she felt was incorrectly described as being ‘inflation linked’ when it was not linked to the UK Government retail price index (‘RPI’) or consumer prices index (‘CPI’)... (3 pages)View decision -
Decision Reference DRN-4595843
4 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4595843 The complaint Ms P complains about how her insurer, Liverpool Victoria Insurance Company Limited (LV) dealt with a claim under the local breakdown cover as part of her motor insurance policy. References to LV in this decision include their agents. Ms P was supported by a repres... (4 pages)View decision -
Decision Reference DRN-4340691
4 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4340691 The complaint A company which I’ll call ‘W’ complains about the service they received from Barclays Bank UK Plc. The complaint is brought on W’s behalf by one of their directors, Mr W. What happened W held a business current account with Barclays. W told us: They had needed to... (4 pages)View decision -
Decision Reference DRN-4658636
4 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4658636 The complaint Mr J complains about the service he received from Barclays Bank UK PLC. What happened Mr J was travelling abroad when he became concerned about the balance showing in his account when he checked it in a cash machine – it had dropped by $4,000 since he’d checked th... (3 pages)View decision -
Decision Reference DRN-4450505
4 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4450505 The complaint Ms M complains that Barclays Bank UK PLC (“Barclays”) won’t refund a debit card payment of £13,250 that she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief sum... (3 pages)View decision -
Decision Reference DRN-4498951
4 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498951 The complaint Miss Z complains Lloyds Bank PLC (“Lloyds”) refuses to refund her for transactions on her account she says she didn’t make. What happened Miss Z says there are many transactions on her account she doesn’t recognise from July 2022 till June 2023. Miss Z says she do... (2 pages)View decision -
Decision Reference DRN-4566270
4 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4566270 The complaint Mr J and Mrs J complain that Royal & Sun Alliance Insurance Limited are unhappy with the settlement offered by RSA following damage to their garage roof. What happened Mr J and Mrs J jointly hold a buildings insurance policy with RSA. In August 2023 they made ... (2 pages)View decision
