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 369227 results
-
Decision Reference DRN-5257741
29 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5257741 The complaint Mr B and Mrs F complain about U K Insurance Limited (trading as Direct Line – “UKI”)’s handling of their buildings insurance claim. All references to UKI also include its appointed agents. What happened UKI did not provide a final response to the complaint, how... (3 pages)View decision -
Decision Reference DRN-5223339
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5223339 The complaint A company, which I’ll refer to as F, complain that Barclays Bank UK PLC won’t refund it for the money lost when its director, Mr A – who brings this complaint on F’s behalf – fell victim to a scam. What happened The background to this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-5385315
29 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5385315 The complaint Mr S complains that First Central Underwriting Limited (“First Central”) scratched his car whilst arranging repairs, under his motor insurance policy. What happened The rear of Mr S’s car was damaged in an accident in August 2024. He made a claim to First Centr... (2 pages)View decision -
Decision Reference DRN-5446697
29 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5446697 The complaint Mr B complains that Aviva Insurance Limited unfairly charged him after he cancelled his motor insurance. What happened Mr B renewed his motor insurance policy with Aviva in March 2024 through a broker. He paid £406.94 for the policy plus a broker’s administrat... (2 pages)View decision -
Decision Reference DRN-5289972
29 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5289972 The complaint Mr H complains American Express Services Europe Limited (Amex) won’t refund the money he paid towards flights after he experienced issues. What happened In December 2024, Mr H booked flights through a travel agency who I’ll call T. Mr H paid a total of £6,076.2... (3 pages)View decision -
Decision Reference DRN-5431627
29 Apr 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5431627 The complaint Mrs P says Bank of Ireland (UK) Plc (BOI) irresponsibly lent to her. What happened BOI agreed a loan for Mrs P on 19 September 2022. The loan was for £20,000 to be repaid in monthly instalments of £479.68 over 60 months, and the total amount owed was £28,780.80... (3 pages)View decision -
Decision Reference DRN-5427521
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5427521 The complaint Mr K complains that Lloyds Bank PLC has not met his claim arising from the cancellation of flights which he paid for using his credit card. Lloyds Bank trades in this case under the MBNA brand. What happened In January 2024 Mr K booked flights for himself and h... (3 pages)View decision -
Decision Reference DRN-5353387
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5353387 The complaint Mr J complains that Barclays Bank UK PLC has declined to refund a disputed transaction that was made from his account. What happened On 11 June 2024, Mr J says he lost his debit card. The same day, a transaction for £4,786.44 was made to a holiday company that ... (3 pages)View decision -
Decision Reference DRN-5509225
29 Apr 2025 FIL Life Insurance Limited Not upheldPensions and AnnuitiesDRN-5509225 The complaint Mr R has complained, via a Claims Management Company (‘CMC’), about a transfer of his FIL Life Insurance Limited (‘Fidelity’) stakeholder pension to a small self-administered scheme (‘SSAS’) in February 2016. Mr R’s SSAS was subsequently used to invest in Llana... (13 pages)View decision -
Decision Reference DRN-5100795
29 Apr 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5100795 The complaint Mr R complains that Metro Bank PLC unfairly blocked his bank account and didn’t allow him access to money in his account. Mr R also complains about the service Metro provided to him. What happened The detailed background of this complaint is well known to both... (4 pages)View decision
