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-5486101
15 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5486101 The complaint Mr A complains that American Express Services Europe Limited (AESEL) didn’t give him another companion voucher when he upgraded his British Airways (BA) credit card to a BA Premium Plus card. What happened In March 2025, I issued my provisional decision on thi... (3 pages)View decision -
Decision Reference DRN-5369266
15 Apr 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5369266 The complaint Mr A is unhappy that PayPal UK Ltd defaulted his account. What happened Mr A had a credit account with PayPal with a credit limit of £600. On 3 January 2023, PayPal issued an account statement which showed Mr A’s account balance at the time of the last statemen... (5 pages)View decision -
Decision Reference DRN-5365853
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5365853 The complaint C complains that Lloyds Bank PLC didn’t protect them from an investment scam. C is being supported in making their complaint by a representative. But for ease, I’ll only refer to C in this decision. What happened C explains that they wanted to start investing a... (5 pages)View decision -
Decision Reference DRN-5416976
15 Apr 2025 Metro Bank PLC UpheldConsumer CreditDRN-5416976 The complaint Miss W complains that Metro Bank PLC trading as RateSetter gave her misleading information when she settled her loan which she said led to significant financial and emotional consequences. What happened Miss W took out a RateSetter loan. On 4 August 2024, she m... (4 pages)View decision -
Decision Reference DRN-5486183
15 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5486183 The complaint Mr M has complained about the standard of repairs to his car and the customer service from Aviva Insurance Limited following his claim under his motor policy, after an accident. What happened Mr M was involved in an accident and made a claim to Aviva. Mr M sai... (3 pages)View decision -
Decision Reference DRN-5486411
15 Apr 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5486411 The complaint Mr M complains that Northern Bank Limited trading as Danske Bank didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to ... (4 pages)View decision -
Decision Reference DRN-5486324
15 Apr 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5486324 The complaint Mr E is a sole trader. He has complained about the insurer for his business’s premises, Allianz Insurance Plc, because it has avoided the policy (treated it as though it has never existed) and, by association, declined the claim Mr E made following a fire. Wha... (3 pages)View decision -
Decision Reference DRN-5393657
15 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5393657 The complaint Mr M complains that TSB Bank plc (TSB) failed to apply gambling blocks to his account, and did not acknowledge and respond to his associated complaints. As a result, Mr M lost money and his mental health was affected. Mr M is represented by a third party but fo... (2 pages)View decision -
Decision Reference DRN-5453281
15 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5453281 The complaint Mr H complains that Aviva Insurance Limited unfairly cancelled home and contents insurance policies he held with it when he made a claim for fire damage. What happened In June 2024 Mr H contacted Aviva to report fire damage to his home. Aviva asked Mr H some ve... (3 pages)View decision -
Decision Reference DRN-5486264
15 Apr 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5486264 The complaint Mr R complains that Cabot Credit Management Group Limited (Cabot) were pursuing him for a debt that had been taken out fraudulently in his name. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 31... (3 pages)View decision
