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 363925 results
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Decision Reference DRN-5438272
7 Apr 2025 Santander UK Plc Not upheldConsumer CreditDRN-5438272 The complaint Ms M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges applied to her loans refunded along with statutory interest and any adverse information recorded about the loans removed from her credit file. Ms M ... (3 pages)View decision -
Decision Reference DRN-5190263
7 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5190263 The complaint Mr B and the estate of Mrs B have complained that AWP P&C S.A. declined a claim under a travel insurance policy. What happened The background to this complaint is well known to the parties. In summary Mr B has a travel insurance policy as part of his packag... (3 pages)View decision -
Decision Reference DRN-5456110
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5456110 Complaint Mr P has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr P is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr P’s account were unfair as there was a... (5 pages)View decision -
Decision Reference DRN-5441473
7 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5441473 The complaint Ms M complains that Bank of Scotland plc (BOS) did not update the credit reference agencies (CRAs) with information about her credit card account. What happened Ms M took out a credit card account with BOS in 1995. In May 2024, Ms M discovered that BOS was not ... (3 pages)View decision -
Decision Reference DRN-5462868
7 Apr 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5462868 The complaint Mr and Mrs P are unhappy that Great Lakes Insurance SE declined a claim made on their travel insurance policy (‘the policy’) after Mr P required medical treatment abroad. And that the recent medical evidence Mr and Mrs P has provided hasn’t changed its position... (3 pages)View decision -
Decision Reference DRN-5426850
7 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5426850 The complaint Mr T has complained that Barclays Bank UK PLC, trading as Barclaycard, has unfairly reduced his credit limit from £8,000 to £100. What happened Mr T has an account with Barclaycard. In December 2024, his credit limit was significantly reduced, which Barclaycard... (1 page)View decision -
Decision Reference DRN-5455678
7 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455678 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in April 2024. In his application, Mr B said he was employed... (2 pages)View decision -
Decision Reference DRN-5301922
7 Apr 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5301922 The complaint Mr A complains that the car he acquired through a hire purchase agreement with Blue Motor Finance Ltd was mis-sold. He wants the outstanding balance on the agreement to be written off and any adverse information removed from his credit file. What happened Mr A ... (4 pages)View decision -
Decision Reference DRN-5410893
7 Apr 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5410893 The complaint Miss C has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under her home insurance policy. References to Lloyds include companies acting on its behalf. What happened Miss C had a water leak in her home. So, she made a c... (3 pages)View decision -
Decision Reference DRN-5324672
7 Apr 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5324672 The complaint Miss O complains TransUnion International UK Ltd merged her credit file with another person, allowing them access to her personal data. What happened Miss O contacted TransUnion on 2 December 2024, as it had been brought to her attention another individual, wi... (2 pages)View decision
