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 347829 results
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Decision Reference DRN-5042479
25 Sep 2024 Liverpool Victoria Friendly Society Limited Not upheldInsuranceDRN-5042479 The complaint Mrs J is unhappy that Liverpool Victoria Friendly Society Limited (LV) declined her claim and cancelled her income protection policy. Mrs J would like the policy re-instated, and her claim paid. What happened Mrs J took out a ‘Flexible Protection’ plan in Janua... (5 pages)View decision -
Decision Reference DRN-4894680
25 Sep 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4894680 The complaint A company, which I’ll refer to as T, is unhappy that a chargeback was raised against it after a ‘Customer Not Present’ (CNP) transaction it accepted turned out to be fraudulent. T says WorldPay (UK) Limited treated it unfairly by failing to properly defend it a... (5 pages)View decision -
Decision Reference DRN-4841611
25 Sep 2024 ReAssure Limited Not upheldInsuranceDRN-4841611 The complaint Mr E is unhappy with how ReAssure Limited handled his claim. What happened Mr E has an income protection policy that would pay a benefit if he was unable to work due to illness in any occupation for which he was suited. Unfortunately, in February 2023 Mr E was... (3 pages)View decision -
Decision Reference DRN-4986020
25 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4986020 The complaint Mr R complains that Barclays Bank UK PLC closed his account before it said it would and he couldn’t access his money. What happened Mr R says Barclays told him it was closing his account on 27 May 2024, but then made the decision to close it on 12 April 2024. ... (2 pages)View decision -
Decision Reference DRN-4935854
25 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4935854 The complaint Miss S complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened Miss S was contacted on a mobile messaging service by someone saying they had a job offer for her. Miss S was told this job was to do with provid... (3 pages)View decision -
Decision Reference DRN-4522895
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4522895 The complaint S, a limited company complains Lloyds Bank PLC provided a poor service and subsequently closed its business account. S is being represented in this complaint by Mr P, a director of S. What happened The facts of the complaint are well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-4990101
25 Sep 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4990101 The complaint Mr T and Mrs Y complain that Accord Mortgages Limited isn’t calculating the capital repayment part of their offset mortgage correctly. They ask that it calculates their capital repayments correctly, and provides tools and training so that its staff can understa... (4 pages)View decision -
Decision Reference DRN-5033791
25 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5033791 The complaint Mr B complains about how much Admiral Insurance (Gibraltar) Limited paid to settle his claim for his stolen car on his car insurance policy. What happened Mr B’s car was stolen so he claimed on his policy with Admiral. Admiral reviewed the claim and accepted it... (3 pages)View decision -
Decision Reference DRN-4986283
25 Sep 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4986283 The complaint Mr and Mrs B are unhappy about the way a legal expenses insurance claim was dealt with by Liverpool Victoria Insurance Company Limited (“LV”). References made to LV in this decision also refer to the actions of its agents. What happened The details of the compl... (2 pages)View decision -
Decision Reference DRN-4840069
25 Sep 2024 MONY Group Financial Limited Not upheldConsumer CreditDRN-4840069 The complaint Mr M is unhappy that MONY Group Financial Limited trading as MoneySuperMarket (MSM) told him he was pre-approved for a personal loan at a certain interest rate, but when he actually applied with the lender the interest rate was considerably higher. What happene... (3 pages)View decision
