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 360982 results
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Decision Reference DRN-5359782
12 Mar 2025 Wakam UpheldInsuranceDRN-5359782 The complaint Mr W and Miss S are unhappy Wakam turned down a pet insurance claim they made. Although the claim and complaint have been brought by Miss S as Mr W is the policyholder I’ll mainly refer to him in this decision. What happened In September 2023 Mr W made a claim ... (3 pages)View decision -
Decision Reference DRN-5346563
12 Mar 2025 London General Insurance Company Limited UpheldInsuranceDRN-5346563 The complaint Mr B complains about London General Insurance Company Limited trading as Assurant (“Assurant”) have unfairly declined his motor warranty policy claim. All references to Assurant also include its appointed agents. What happened The details of this complaint are ... (2 pages)View decision -
Decision Reference DRN-5374745
12 Mar 2025 Norwich Trust Limited Not upheldConsumer CreditDRN-5374745 The complaint Ms Z says Norwich Trust Limited (NT), trading as UK Credit, irresponsibly lent to her. What happened Ms Z took out a loan for £20,000 over ten years from NT on 17 March 2023. The monthly repayments were £397.16 and the total repayable was £47,659.20. Ms Z says... (4 pages)View decision -
Decision Reference DRN-5392808
12 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5392808 The complaint Mrs H complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-5085078
12 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5085078 The complaint Mr S complains about how eBay Commerce UK Ltd is holding him liable for a transaction it reversed after a buyer made a successful chargeback claim. What happened On 7 September 2023, Mr S sold an item through eBay – the online marketplace (referred to in the de... (4 pages)View decision -
Decision Reference DRN-5392809
12 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5392809 The complaint Miss G is unhappy with several aspects of the service she received from Santander UK Plc. What happened Miss G opened a new current account with Santander in February 2024. Miss G sent letters to Santander dated 12 March and 12 April 2024 in which she asked Sa... (3 pages)View decision -
Decision Reference DRN-4811163
12 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4811163 The complaint Mr B complains about how J.P. Morgan Europe Limited, trading as Chase, handled his chargeback request. What happened In November 2023, Mr B was due to fly to the Dominican Republic. He’d paid for his flight by debit card, the cost was £329.47. Unfortunately, t... (3 pages)View decision -
Decision Reference DRN-5392445
12 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5392445 The complaint Mr G complains that Liverpool Victoria Insurance Company Limited (LV) declined a claim he made on his motor insurance policy following the theft of his vehicle. What happened Mr G held a motor insurance policy with First Central. He contacted them in April 202... (3 pages)View decision -
Decision Reference DRN-5203183
12 Mar 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5203183 The complaint Mr M complained about advice he was given in 2018 regarding the transfer of his defined- benefit (DB) pension scheme, to a type of personal pension plan. I can see that Mr M was originally dealing with a business which is now known as Harbour Rock Capital Limit... (9 pages)View decision -
Decision Reference DRN-5392598
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392598 I issued my provisional decision on 27 January 2025. Since then, I have heard from Barclays Bank UK PLC and Mr W. I’ve reviewed the information given and have issued my final decision below. The complaint Mr W complains that Barclays Bank UK PLC (trading as Barclaycard) did... (5 pages)View decision
