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 367928 results
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Decision Reference DRN-5337614
17 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5337614 The complaint Mr A complains about how Admiral Insurance (Gibraltar) Limited handled his claim on his motor insurance policy. He wants it to repair his car. What happened Mr A’s car was damaged in an incident and Admiral recovered it for repairs. But Admiral found that the ... (2 pages)View decision -
Decision Reference DRN-5187867
17 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5187867 The complaint Mr L complains about the actions of Revolut Ltd when he lost money to a scam. Mr L is being represented by a claims management company but for ease I’ll only refer to Mr L. What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-5400661
17 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5400661 The complaint Mr E has complained that Liverpool Victoria Insurance Company Limited (LV) charged him an additional premium after he had renewed his home insurance policy at the price it offered. What happened Mr E made a subsidence claim on his policy in September 2023. LV ... (3 pages)View decision -
Decision Reference DRN-5396093
17 Mar 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-5396093 The complaint Mr and Mrs P complain that National Westminster Bank Plc (NatWest) failed to issue loan funds after approving their application. What happened Mr and Mrs P applied for a loan of £30,000 from NatWest to help purchase a car. The loan application was made over th... (2 pages)View decision -
Decision Reference DRN-5347045
17 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5347045 The complaint With the help of a professional representative (PR), Ms D complains that Bank of Scotland plc trading as Halifax lent to her irresponsibly. This led to her credit relationship with Halifax becoming unfair. For ease, I’ll refer to the PR’s actions as being those... (3 pages)View decision -
Decision Reference DRN-5319760
17 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5319760 The complaint Miss H complains HSBC UK Bank Plc won’t make reasonable adjustments to accommodate customers with visual impairment. Whilst she brings this complaint with the assistance of a third-party, I will refer to her in this decision because it’s Miss H that holds the r... (2 pages)View decision -
Decision Reference DRN-5169752
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5169752 The complaint Mrs F complains that Revolut didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to bot... (7 pages)View decision -
Decision Reference DRN-5344055
17 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5344055 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr W applied for a credit card with Vanquis in September 2014. In his application, Mr W said he was self employed with an income of £45,000.... (3 pages)View decision -
Decision Reference DRN-5333177
17 Mar 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5333177 The complaint Mr B and Miss G have complained to Astrenska Insurance Limited about the quality of a repair to Mr B’s phone under their mobile phone insurance policy. What happened The background to this complaint is well known to the parties. In summary Mr B was unhappy with... (3 pages)View decision -
Decision Reference DRN-5314414
17 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5314414 The complaint Mr U complains that TSB Bank Plc incorrectly reported an account debt on his credit file as unsatisfied, which prevented him from obtaining finance elsewhere. What happened Mr U discovered an adverse entry on his credit reference which he said had affected his... (3 pages)View decision
