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 368546 results
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Decision Reference DRN-5343220
19 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5343220 The complaint Mr B complains that West Bay Insurance Plc (West Bay) has unfairly declined his motor insurance claim. What happened Mr B held car insurance through West Bay. Around April 2023 Mr B noticed scratches on his car so made a claim under the policy. West Bay accept... (6 pages)View decision -
Decision Reference DRN-4779205
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4779205 The complaint Mr C is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reading I’ll only refer to Mr C in my decision. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN-5343154
19 Feb 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5343154 The complaint Mrs K complains that Domestic & General Insurance Plc (‘DGI’) declined a claim for a washing machine on her domestic appliance insurance policy. What happened In May 2024 Mrs K took out an insurance policy over the phone with DGI to cover her washing machi... (4 pages)View decision -
Decision Reference DRN-5264043
19 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5264043 The complaint Mr H complains that Barclays Bank UK PLC unreasonably closed his account without notice and withheld his funds from him. What happened Mr H held a current account and an ISA with Barclays. But in March 2024 he suddenly found that his bank card had stopped worki... (2 pages)View decision -
Decision Reference DRN-5250075
19 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5250075 The complaint Mr D is unhappy U K Insurance Limited (UKI) are holding him partially at fault for an accident after he made a claim under his motor insurance policy. What happened In May 2024, the named driver on Mr D’s policy was unfortunately involved in an accident involvi... (3 pages)View decision -
Decision Reference DRN-5342813
19 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5342813 The complaint Miss J complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5200064
19 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5200064 The complaint Mrs R has complained about a transfer of her personal pension from The Prudential Assurance Company Limited to a self-invested personal pension (SIPP) in May 2018. Mrs R’s SIPP was subsequently used to invest in two Luxif Amathus funds managed by a firm based i... (8 pages)View decision -
Decision Reference DRN-4723250
19 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4723250 The complaint Mr T complains about the actions of Lloyds Bank Plc when he was tricked into transferring money as a result of a scam. Mr T is being represented by a claims management company but for ease I’ll refer to Mr T in my decision. What happened The detailed backgrou... (2 pages)View decision -
Decision Reference DRN-5287444
19 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5287444 The complaint Mr W complains that a holiday lodge he intended to buy did not comply with the description it had been given. Because he had paid a deposit in part using his credit card issued by Tesco Personal Finance Limited (which I’ll call Tesco Bank), he says that it shou... (4 pages)View decision -
Decision Reference DRN-5176488
19 Feb 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5176488 The complaint A company, which I will refer to as P, complains that Barclays Bank Plc (trading as Barclaycard) has unfairly held it liable for chargebacks. What happened Barclaycard told us: In 2021, P entered into a merchant acquiring contract with Barclaycard, allowing... (3 pages)View decision
