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 380824 results
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Decision Reference DRN-5066818
24 Oct 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5066818 The complaint Miss H complains about Lloyds Bank General Insurance Limited (“Lloyds”) for the settlement it has offered her following the loss of some treasured earrings. She wants Lloyds to cash settle at a higher level than it has offered. What happened Miss H insured her ... (2 pages)View decision -
Decision Reference DRN-4924111
24 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4924111 The complaint Ms W has complained that Barclays Bank UK PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In late 2023, over the course of 10 days, Ms W’... (3 pages)View decision -
Decision Reference DRN-5104983
24 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5104983 The complaint Mr and Mrs M complain that Liverpool Victoria Insurance Company Limited (‘LV’) unfairly rejected a claim under their buildings insurance policy. Both Mr and Mrs M are named policyholders on their LV policy, so any claim or complaint is brought by them both. But... (4 pages)View decision -
Decision Reference DRN-4782209
24 Oct 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4782209 The complaint Mr G is complaining that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined a claim he made on his cosmetic damage insurance policy. What happened In January 2024 Mr G contacted Fortegra to say he’d scratched the underside of his bumper and wanted to c... (2 pages)View decision -
Decision Reference DRN-5088730
24 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5088730 The complaint Miss M complains that NewDay Ltd declined an online purchase she was trying to make with her credit card and blocked her account. What happened Miss M holds a credit card account with NewDay. On 8 March 2024 she tried to make an online purchase for a flight tic... (2 pages)View decision -
Decision Reference DRN-5098068
24 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5098068 The complaint Mr R complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr R is being represented by solicitors in his complaint. What happened The detailed background to this complaint is well known to both parties and has been ... (6 pages)View decision -
Decision Reference DRN-5028243
24 Oct 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-5028243 The complaint Ms D complains Starling Bank Limited won’t refund the money she lost to a scam. What happened Ms D was approached on a business-focussed social media platform by a company, F, promoting a work opportunity. On 30 October 2022, she signed a six-month contract wit... (6 pages)View decision -
Decision Reference DRN-4984374
24 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4984374 The complaint Miss D complains Revolut didn’t do enough to protect her when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In early 2023 Miss D was looking for oppo... (9 pages)View decision -
Decision Reference DRN-5044642
24 Oct 2024 esure Insurance Limited Not upheldInsuranceDRN-5044642 The complaint Mr W complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a large estate car, made by a premium brand manufacturer and first registered in lat... (4 pages)View decision -
Decision Reference DRN-4953305
24 Oct 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4953305 The complaint Mr A complains about the way in which Ikano Bank AB handled his claim under section 75(1) of the Consumer Credit Act 1974 (“section 75”) following problems he had with a newly-built conservatory. The complaint has largely been pursued by Mr A’s wife, so where I... (4 pages)View decision
