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 364862 results
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Decision Reference DRN-4891951
24 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4891951 The complaint Ms H complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms H is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known to the parties and has bee... (4 pages)View decision -
Decision Reference DRN-5400406
24 Apr 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5400406 The complaint Mr S and Mrs S have complained about the handling and settlement of a claim made under their travel insurance policy by Great Lakes Insurance UK Limited. Great Lakes underwrites the policy but the claim has been handled by its agents. For simplicity in this dec... (3 pages)View decision -
Decision Reference DRN-5271966
24 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5271966 The complaint Ms N complains that a car supplied with finance from Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened In January 2020 Ms N was supplied with a car and entered into a conditional sale agreement with Stellantis. In June 2024 ... (3 pages)View decision -
Decision Reference DRN-5236810
24 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5236810 The complaint Mr P complains that Lloyds Bank PLC closed his accounts without providing a proper explanation. Mr P says he didn’t receive a letter about his account being closed and Lloyds took too long to release his account balance. To put things right Mr P wants compensa... (5 pages)View decision -
Decision Reference DRN-5197548
24 Apr 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5197548 The complaint Mrs T complains about a car she financed via hire purchase with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summa... (4 pages)View decision -
Decision Reference DRN-5482903
24 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5482903 The complaint Ms M is unhappy with the way Ageas Insurance Limited handled a claim she made under her motor insurance policy. What happened On 28 May 2023, Ms M was unfortunately involved in a car accident, so she called Ageas and asked them to recover her car. She’s explain... (11 pages)View decision -
Decision Reference DRN-5506965
24 Apr 2025 Black Horse Limited UpheldConsumer CreditDRN-5506965 The complaint Mr T is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (‘LRFS’) was of unsatisfactory quality. When I refer to what Mr T or LRFS have said or done, it should also be taken to... (10 pages)View decision -
Decision Reference DRN-5474713
24 Apr 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5474713 The complaint Mr M has complained that Legal and General Assurance Society Limited (“L&G”) has declined a claim made under his group income protection policy. What happened The background to this complaint is well known to the parties so it serves no purpose for me to re... (5 pages)View decision -
Decision Reference DRN-5458060
24 Apr 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5458060 The complaint Mr F complains that Highway Insurance Company Limited caused the loss of his motorbike following a claim made on his motor insurance policy. He wants it to recompense him for his loss. What happened Mr F was involved in an accident, his motorbike was damaged, ... (2 pages)View decision -
Decision Reference DRN-5303306
24 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5303306 The complaint Mr and Mrs F complaint that National Westminster Bank Plc unfairly closed their accounts with it. What happened Mr and Mrs F had a number of accounts with NatWest. They had been customers for many years. On 30 July 2024 NatWest wrote to say that it would be clo... (2 pages)View decision
