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 365917 results
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Decision Reference DRN-5518022
14 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5518022 The complaint Mr M and Miss M complain about the way Aviva Insurance Limited (‘Aviva’) handled a claim for damage under their home insurance policy. Mr M has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (4 pages)View decision -
Decision Reference DRN-5390957
14 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5390957 The complaint Mr G has complained about TSB Bank plc temporarily reversing a refund by mistake. What happened In late 2024, TSB credited Mr G’s account with £450, which was a refund from a fraud claim. That same day, TSB reversed the refund due to a processing error. The nex... (2 pages)View decision -
Decision Reference DRN-5426342
14 May 2025 esure Insurance Limited UpheldInsuranceDRN-5426342 The complaint Miss T complains that esure Insurance Limited (‘esure’) didn’t renew her motor insurance policy which led to her being stopped by the police. What happened Miss T spoke to esure on the phone in August 2023 to question why a direct debit payment hadn’t gone out... (6 pages)View decision -
Decision Reference DRN-5153162
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5153162 The complaint Miss B complains Revolut Ltd blocked her account and gave her misleading information. What happened The detailed background to this complaint is well known to both parties. As such, I’ll provide only an overview of the most essential facts here. Miss B has an... (4 pages)View decision -
Decision Reference DRN-5486428
14 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5486428 The complaint Mr A complains that Zurich Insurance PLC (Zurich) voided his motor insurance policy and didn’t pay his theft claim. What happened Mr A transferred his motor insurance via a broker to a policy underwritten by Zurich in July 2022. The policy said the insured veh... (3 pages)View decision -
Decision Reference DRN-5292649
14 May 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5292649 The complaint Mt T complains that Legal & General Home Finance Limited (L&G) unfairly required him to apply for a drawdown on his lifetime mortgage and delayed releasing the drawdown. What happened In July 2024, L&G issued a mortgage offer to Mr T for a lifetime ... (3 pages)View decision -
Decision Reference DRN-5515788
14 May 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5515788 The complaint Miss H complains that Aviva Life & Pensions UK Limited (Aviva) gave her incorrect information when she called it to opt out of her workplace pension. She thinks this led to her contributing into a pension she didn’t want, leading to a financial loss. What h... (6 pages)View decision -
Decision Reference DRN-5009746
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5009746 The complaint Miss T complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss T said she saw an investment advert on social media and she clicked a link which directed her to an investment firm, that we now know to... (11 pages)View decision -
Decision Reference DRN-5236116
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236116 The complaint A sole trader, who I’ll refer to as Mr F, complains that Barclays Bank UK PLC is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for on behalf of of a limited company. What happened Mr F had a sole trader business account w... (2 pages)View decision -
Decision Reference DRN-5158281
14 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5158281 The complaint Mrs D complains that a car acquired under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Vauxhall Finance”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are fami... (4 pages)View decision
