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 381196 results
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Decision Reference DRN-5677010
10 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5677010 The complaint Mr O complains that BUPA Insurance Limited (‘BUPA’) unfairly refused to pay the full value of a claim he made under his private medical insurance policy for surgical treatment. To resolve his complaint, Mr O wants to be reimbursed for his proportion of the clai... (4 pages)View decision -
Decision Reference DRN-5799403
10 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5799403 The complaint Mr K complains that Lloyds Bank PLC closed his account with it. Because it only communicated with him by post, he was not able to address the bank’s concerns. What happened Mr K had a current account with Lloyds, with an agreed overdraft arrangement. He had opt... (2 pages)View decision -
Decision Reference DRN-5704330
10 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5704330 The complaint Mr P complains about the settlement that Tesco Underwriting Limited paid him following the loss of his car. What happened Tesco declared Mr P’s car to be a total loss following an incident with a lorry. It paid Mr P £14,074.51 in settlement of his claim. It sa... (2 pages)View decision -
Decision Reference DRN-5777332
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5777332 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money reported negative information to the Credit Reference Agencies (CRAs). What happened In April 2025, a charge of £94.94 was taken from Mr C’s credit card. As I understand it, the amount was debited... (3 pages)View decision -
Decision Reference DRN-5747931
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5747931 The complaint Mr A complains that Barclays Bank UK Plc ought to have done more to protect him from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around early 2019, Mr A was approached b... (3 pages)View decision -
Decision Reference DRN-5442412
10 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5442412 The complaint Mr I complains that Metro Bank PLC won’t refund the money he lost as the result of a scam. He’s been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. B... (5 pages)View decision -
Decision Reference DRN-5809700
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5809700 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) acted unreasonably in connection with a cashback voucher he claimed What happened On 21 February 2025, Mr H requested a £10 cashback voucher via his Virgin app. He didn’t receive it, so he... (3 pages)View decision -
Decision Reference DRN-5371817
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5371817 The complaint Mr and Mrs A complain that HSBC UK Bank Plc ought to have done more to protect them from fraud. As Mr A is the principal complainant, for ease, I will refer to him throughout. What happened As the circumstances of this complaint are well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5640257
10 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5640257 The complaint Mr H complains that U K Insurance Limited (UKI) added an incident to his driving record although he was unable to make a claim on his motor insurance policy. He wants the record removed and compensation. What happened Mr H informed UKI about an incident involv... (2 pages)View decision -
Decision Reference DRN-5783373
10 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5783373 The complaint Mr T complains that Tesco Underwriting Limited have declined his claim for a lost ring. What happened Mr T took out a contents policy with Tesco in March 2023. He took out specified items cover in the policy for his partner’s diamond ring following their engage... (4 pages)View decision
