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
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Decision Reference DRN-5467774
29 Apr 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5467774 The complaint Mrs D has complained about her car insurance broker, One Call Insurance Services Limited. She is unhappy because she tried to cancel but could not make contact with it. What happened Mrs D took out a policy via One Call. When she sold her car she tried to canc... (2 pages)View decision -
Decision Reference DRN-5365904
29 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5365904 The complaint Ms M’s children and the executors of her estate complain that The Royal London Mutual Insurance Society Limited failed in their duty of care to a vulnerable customer when Ms M purchased an annuity in 2022. The complaint is led by one of Ms M’s sons, Mr M. What ... (3 pages)View decision -
Decision Reference DRN-5450201
29 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5450201 The complaint Miss B complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) unfairly defaulted her credit card account. Miss B wants the default to be removed from her credit file. What happened Miss B was in arrears with her credit card repayments i... (2 pages)View decision -
Decision Reference DRN-5517923
29 Apr 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5517923 The complaint Mrs V complains that Clydesdale Financial Service Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with her under Section 140A pf the Consumer Credit Act 1974 (the “CCA”) a... (5 pages)View decision -
Decision Reference DRN-5315529
29 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5315529 The complaint Mr A complains about the decision of Advantage Insurance Company Limited to hold him liable for a motorbike accident. What happened Mr A was involved in a serious motorbike accident when he was in a collision with a cyclist. At the end of their investigation t... (3 pages)View decision -
Decision Reference DRN-5347359
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5347359 The complaint Mr O complains that Lloyds Bank PLC will not refund payments he made by credit card to a website providing online dating and other services. He believes he is entitled to a refund under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Be... (3 pages)View decision -
Decision Reference DRN-5228271
29 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5228271 The complaint Mr W is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a cruel scam. It started when he met someone on a dating website and then wanted to meet them in person. He was told... (9 pages)View decision -
Decision Reference DRN-5516393
29 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5516393 The complaint Mrs B is unhappy that Legal and General Assurance Society Limited (L&G) stopped paying the monthly benefit following a successful claim made on a group income protection insurance policy. What happened Mrs B has the benefit of a group income protection ins... (5 pages)View decision -
Decision Reference DRN-5517576
29 Apr 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5517576 The complaint Mr S complains that Tesco Underwriting Limited have delayed in making a decision on his motor claim. What happened In January 2024 Mr S’s car was stolen. He reported to the police and the insurers the same day. The police closed the case as a stolen car two we... (2 pages)View decision -
Decision Reference DRN-5481070
29 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5481070 The complaint Mr H complains that The National Farmers' Union Mutual Insurance Society Limited (“NFU”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-... (5 pages)View decision
