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 370904 results
-
Decision Reference DRN-5552429
20 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5552429 The complaint The trustees of a trust, which I will refer to as T, complain about the handling and settlement of T’s commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened The following is intended as a brief summary only. Additionally,... (3 pages)View decision -
Decision Reference DRN-5252128
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5252128 The complaint Mr S complains Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I... (3 pages)View decision -
Decision Reference DRN-5569026
20 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5569026 The complaint and background Mr U complains Lloyds Bank PLC (Lloyds) won’t reimburse £2,740 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She didn’t think that Lloyds were at fault for processing the fou... (3 pages)View decision -
Decision Reference DRN-5557553
20 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5557553 The complaint Mr G complains that U K Insurance Limited unfairly cancelled his motor insurance policy. What happened In October 2023, Mr G used an online price comparison site. He took out a UKI policy to cover his car for the year from early November 2023. He agreed to pay... (4 pages)View decision -
Decision Reference DRN-5482495
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482495 The complaint Mr B and Mrs B complain about the decision by Santander UK Plc (“Santander”) to reduce their overdraft limit. The complaint is brought by both Mr B and Mrs B. But, for ease of reading, I’ll refer mostly to Mr B throughout this decision, as the submissions have... (3 pages)View decision -
Decision Reference DRN-5570241
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5570241 The complaint Mr O complains about how Aviva Insurance Limited handled a claim under his motor insurance policy. What happened Mr O had an Aviva motor insurance policy. In February 2024, he was involved in a road accident. His car was badly damaged so he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5534232
20 May 2025 Equifax Limited Not upheldConsumer CreditDRN-5534232 The complaint Miss M complains that Equifax Limited sent her a letter advising her that someone had tried to access her credit report but they haven’t passed this to the fraud team to investigate. What happened Miss M received a suspicious activity letter from Equifax advisi... (3 pages)View decision -
Decision Reference DRN-5534644
20 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5534644 The complaint Miss C complains NewDay Ltd trading as Fluid (NewDay) acted irresponsibly when it provided her with a credit card facility and subsequently increased the limits on that credit card account. What happened Miss C says in April 2022 NewDay approved a credit card a... (3 pages)View decision -
Decision Reference DRN-5555919
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5555919 The complaint A charity, which I will refer to as K, complains about the handling and settlement of its commercial property insurance claim by Aviva Insurance Limited. What happened The background to the complaint is well known by both parties. So, the following is intended ... (8 pages)View decision -
Decision Reference DRN-5571343
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571343 The complaint Mr A complains about losses he says he suffered as a result of errors made by Santander UK Plc when it processed a cash deposit in branch. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve summarised what I cons... (3 pages)View decision
