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 360264 results
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Decision Reference DRN-4599367
12 Feb 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4599367 The complaint Mr K complains that Advantage Insurance Company Limited (Advantage) added a ‘young and inexperienced’ excess fee for him and wife, under his motor insurance policy. What happened Mr K agreed to a motor insurance policy with Advantage commencing in March 2023. His ... (4 pages)View decision -
Decision Reference DRN-4583752
12 Feb 2024 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-4583752 The complaint Mr W complains that John Lewis Financial Services Limited (JLFS) would not refund a transaction made using his credit facility. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, i... (5 pages)View decision -
Decision Reference DRN-4616849
12 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4616849 The complaint Mr B has complained about the delays and customer service he received from Liverpool Victoria Insurance Company Limited following his claim under his motor policy for the repair of his car. What happened On 31 March 2023, Mr B drove through a ford which appeared t... (6 pages)View decision -
Decision Reference DRN-4548478
12 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4548478 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money unfairly handled a credit card account he held with it. What happened Mr H has held a credit card account with Virgin Money since 2006. During that time Mr H says he was automatically provided with re... (3 pages)View decision -
Decision Reference DRN-4457981
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4457981 The complaint Mr L has complained Barclays Bank UK PLC, trading as Barclaycard, didn’t refund him for unauthorised transactions and then required him to repay their legal costs after his judgement was set aside. What happened In 2022 Mr L asked Barclaycard to refund him for var... (2 pages)View decision -
Decision Reference DRN-3975309
12 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3975309 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr B says he was approached... (41 pages)View decision -
Decision Reference DRN-4561918
12 Feb 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4561918 The complaint Miss B complains about Great Lakes Insurance SE’s (“Great Lakes”) decision to decline her pet insurance claim. What happened Miss B took her pet dog to the vet for first vaccinations and a general health check in November 2021. Miss B says during this consultation... (5 pages)View decision -
Decision Reference DRN-4342197
12 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4342197 The complaint Miss G complains that Lloyds Bank Plc (Lloyds) lent to her irresponsibly when it provided her with an overdraft. She has said it’s affected her mental health and she would like the debt written off. What happened In May 2019 Miss G successfully applied for an over... (3 pages)View decision -
Decision Reference DRN-4532574
12 Feb 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4532574 The complaint Mr D has complained PrePay Technologies Limited won’t refund four transactions he didn’t authorise. What happened Having used his card with Monese, Mr D noticed the balance on his account was incorrect. He asked PrePay Technologies what had gone wrong. They explai... (2 pages)View decision -
Decision Reference DRN-4616644
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4616644 The complaint Ms A complains HSBC UK Bank Plc didn’t assist her in recovering an international payment. She says that as a result of its inaction, she has lost out financially and experienced significant distress and inconvenience. What happened Ms A made an international trans... (2 pages)View decision
