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 370904 results
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Decision Reference DRN-5409835
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5409835 The complaint Mrs R complains that Lloyds Bank PLC misled her over how often she would receive statements on her account and have failed to send her the statement they promised. What happened Mrs R held a passbook account which Lloyds chose to discontinue. It wrote to all af... (3 pages)View decision -
Decision Reference DRN-4747251
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4747251 The complaint Mr L complains about how American Express Services Europe Limited (AESEL) came to the decision that his credit card account (“account”) should be closed. What happened On 7 August 2023 AESEL blocked Mr L’s credit card following a review. This review was trigger... (4 pages)View decision -
Decision Reference DRN-5410897
20 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5410897 The complaint Mrs S and Mr S are complaining about the way Advantage Insurance Company Limited has handled a claim Mr S made on his car insurance policy. Mr S has largely represented both complainants in the handling of the claim and complaint. What happened In December 2023... (3 pages)View decision -
Decision Reference DRN-5114402
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5114402 The complaint C, a limited company, complains National Westminster Bank Plc (NatWest) blocked its account. C is represented by Mr T, a director. What happened C was contacted by NatWest as it needed to carry out a review. NatWest asked for various things from C and, at tim... (4 pages)View decision -
Decision Reference DRN-5104539
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5104539 The complaint P, a micro-enterprise, is unhappy that UK Insurance Limited trading as Direct Line declined a claim made on their personal accident policy. What happened P has a personal accident policy which covers a named person in the event of temporary or permanent disable... (2 pages)View decision -
Decision Reference DRN-5411957
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5411957 The complaint Ms S complains U K Insurance Limited trading as Direct Line (“UKI”) Insurance sold her landlord insurance policy that wouldn’t have covered her type of property. What happened In 2022 Ms S bought her home from a family member, it was a home in multiple occupan... (2 pages)View decision -
Decision Reference DRN-5393846
20 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5393846 The complaint H, a micro-enterprise, complains that The National Farmers’ Union Mutual Insurance Society Limited, declined a claim made on their group income protection scheme. What happened H has a ‘Farm Select’ policy which includes cover for their employees for accidents,... (4 pages)View decision -
Decision Reference DRN-5407883
20 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5407883 The complaint Mr T complains that Barclays Bank UK PLC told him it would adjust the amount it was lending to him, to match the balance of the mortgage being repaid, but that it didn’t do this. Mr T says this has caused him a financial loss and also unnecessary frustration. W... (5 pages)View decision -
Decision Reference DRN-5402123
20 Mar 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5402123 The complaint With the help of a professional representative (PR) Miss D complains that Harvey & Thompson Limited trading as H & T Pawnbrokers (H&T) lent to her irresponsibly and created an unfair credit relationship by doing so. For ease, I’ll refer mainly to th... (6 pages)View decision -
Decision Reference DRN-5410908
20 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5410908 The complaint and what happened Mr M complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. I’ve included relevant sections of my ... (4 pages)View decision
