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-5038545
25 Sep 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5038545 The complaint Mr H is unhappy Liverpool Victoria Insurance Company Limited (“LV”) declined a claim he made on a car insurance policy when his car was stolen. What happened What follows is only intended to be a summary of what I believe to be the main events which led to this... (3 pages)View decision -
Decision Reference DRN-4040149
25 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4040149 The complaint Mr L complains that Novia Financial Plc (“Novia”) acted unfairly when accepting his application for a Self-Invested Personal Pension (SIPP). He says this has resulted in him suffering a financial loss. Mr L was initially being represent... (34 pages)View decision -
Decision Reference DRN-4607097
25 Sep 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4607097 The complaint Mr R is unhappy with how Sainsbury’s Bank Plc (Sainsbury’s) handled a quality of goods claim he made to them. What happened Mr R purchased a number of cushions via an upholsterer I shall call F using his Sainsbury’s credit card, to the sum of £1,684.81 in Novem... (4 pages)View decision -
Decision Reference DRN-5032388
25 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5032388 The complaint Miss H has complained about the way Aviva Insurance Limited administered her motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complain... (2 pages)View decision -
Decision Reference DRN-5042479
25 Sep 2024 Liverpool Victoria Friendly Society Limited Not upheldInsuranceDRN-5042479 The complaint Mrs J is unhappy that Liverpool Victoria Friendly Society Limited (LV) declined her claim and cancelled her income protection policy. Mrs J would like the policy re-instated, and her claim paid. What happened Mrs J took out a ‘Flexible Protection’ plan in Janua... (5 pages)View decision -
Decision Reference DRN-4894680
25 Sep 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4894680 The complaint A company, which I’ll refer to as T, is unhappy that a chargeback was raised against it after a ‘Customer Not Present’ (CNP) transaction it accepted turned out to be fraudulent. T says WorldPay (UK) Limited treated it unfairly by failing to properly defend it a... (5 pages)View decision -
Decision Reference DRN-4841611
25 Sep 2024 ReAssure Limited Not upheldInsuranceDRN-4841611 The complaint Mr E is unhappy with how ReAssure Limited handled his claim. What happened Mr E has an income protection policy that would pay a benefit if he was unable to work due to illness in any occupation for which he was suited. Unfortunately, in February 2023 Mr E was... (3 pages)View decision -
Decision Reference DRN-4986020
25 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4986020 The complaint Mr R complains that Barclays Bank UK PLC closed his account before it said it would and he couldn’t access his money. What happened Mr R says Barclays told him it was closing his account on 27 May 2024, but then made the decision to close it on 12 April 2024. ... (2 pages)View decision -
Decision Reference DRN-4935854
25 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4935854 The complaint Miss S complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened Miss S was contacted on a mobile messaging service by someone saying they had a job offer for her. Miss S was told this job was to do with provid... (3 pages)View decision -
Decision Reference DRN-4522895
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4522895 The complaint S, a limited company complains Lloyds Bank PLC provided a poor service and subsequently closed its business account. S is being represented in this complaint by Mr P, a director of S. What happened The facts of the complaint are well known to both parties, so... (3 pages)View decision
