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 369228 results
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Decision Reference DRN-5647729
26 Jun 2025 QBE UK Limited Not upheldInsuranceDRN-5647729 The complaint F, a company, complains that QBE UK Limited (“QBE”) has unfairly declined a legal expenses claim under its security and fire protection insurance policy. Any reference to F or QBE includes any respective agents and representatives. What happened The background ... (8 pages)View decision -
Decision Reference DRN-5102043
26 Jun 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5102043 The complaint A complains that Cater Allen Limited trading as Cater Allen Private Bank won’t refund several payments it says it lost to a scam. What happened A complains that from July 2018 it sent several payments to what it thought were legitimate investments. When A didn’... (3 pages)View decision -
Decision Reference DRN-5648997
26 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5648997 The complaint Mr B complains about Lloyds Bank General Insurance Limited’s decision to turn down his subsidence claim under his property insurance policy. What happened Mr B holds property insurance cover with Lloyds Bank. He noticed cracking at his property and asked a buil... (11 pages)View decision -
Decision Reference DRN-5618356
26 Jun 2025 UK Credit Limited Not upheldConsumer CreditDRN-5618356 The complaint Mrs T complains that UK Credit Limited trading as Norwich Trust was irresponsible in its lending to her and then didn’t provide her with a reasonable level of support when she contacted it about her financial difficulties. She wants an affordable payment plan a... (4 pages)View decision -
Decision Reference DRN-5497800
26 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5497800 The complaint Miss W complains that Aviva Insurance Limited didn’t give her information about the costs of treatment under her private health insurance policy. What happened Miss W holds a private health insurance policy with Aviva. The policy includes a limit of £2,000 for... (3 pages)View decision -
Decision Reference DRN-5329544
26 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5329544 The complaint Mr S complains that NewDay Ltd trading as John Lewis Credit Card (NewDay) didn’t agree to refund him after he made a claim through Section 75 of the Consumer Credit Act 1974 (Section 75). What happened On 21 September 2021 Mr S and his wife entered a contract w... (3 pages)View decision -
Decision Reference DRN-5649075
26 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5649075 The complaint Mr H has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’) now Pathlines Pensions UK Limited. Mr H says L&C mismanaged his self-invested personal pension (‘SIPP’) and as a result it allowed investments to be m... (38 pages)View decision -
Decision Reference DRN-5647387
26 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5647387 The complaint Mr K complains about the way Admiral Insurance (Gibraltar) Limited (Admiral) have handled his claim and the settlement it has paid to settle his claim under his motor insurance policy. What happened The circumstances of this complaint will be well known to both... (3 pages)View decision -
Decision Reference DRN-5573167
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5573167 The complaint Mr G complains about the problems he had with accessing his Lloyds Bank PLC account. He has said he was unable to log into his online banking between the hours of 2am and 3am on 4 March 2025. He is also unhappy with the advice and service he received while maki... (2 pages)View decision -
Decision Reference DRN-5649082
26 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5649082 The complaint Miss P complains about how Lloyds Bank PLC (‘Lloyds’) handled a claim she made to it. What happened The parties are familiar with the background details of this case – so I will simply summarise these here briefly. It reflects my informal remit. Miss P is unh... (4 pages)View decision
