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 359538 results
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Decision Reference DRN-5310613
24 Feb 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5310613 The complaint Mr A has complained that Financial & Legal Insurance Company Ltd a claim made under his Gadget Insurance policy for a lost mobile phone. What happened The background to this complaint isn’t in dispute. In summary in September 2024 Mr A lost his iphone on a ... (2 pages)View decision -
Decision Reference DRN-5199414
24 Feb 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5199414 The complaint A, complains that Zempler Bank Limited decided to block its business account without providing an explanation and have not retuned the account balance. A’s complaint has been brought to our service by Mr B. What happened The circumstances that led to this com... (3 pages)View decision -
Decision Reference DRN-5306897
24 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306897 The complaint Mr B complains that Barclays Bank UK PLC blocked and then closed his accounts in January 2024. It then did not release funds to him until October 2024. What happened On 22 January 2024 Barclays blocked Mr B’s accounts with it, while it conducted a review. On 30... (2 pages)View decision -
Decision Reference DRN-5334925
24 Feb 2025 BISL Limited Not upheldInsuranceDRN-5334925 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here My final decision Your text here Under t... (1 page)View decision -
Decision Reference DRN-5292739
24 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5292739 The complaint Mr S complains that Haven Insurance Company Limited (“Haven”) responded unfairly to his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, first regist... (3 pages)View decision -
Decision Reference DRN-5288029
24 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5288029 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) unfairly recorded a claim as opposed to a ‘notification-only’ incident against his motor insurance policy. What happened Mr A says another motorist reversed into his car. The other driver too... (3 pages)View decision -
Decision Reference DRN-5246562
24 Feb 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5246562 The complaint Mr C complains about the length of time it took The Prudential Assurance Company Limited (‘Prudential’) to deal with his serious illness and income protection claims. What happened Mr C holds an Essentials policy with Prudential. The policy provides a lump sum... (4 pages)View decision -
Decision Reference DRN-5253872
24 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5253872 The complaint Mrs M and Mrs W, trading as ‘M’, complain about the actions of Covea Insurance Plc when responding to their ‘Property Investors Protection Plan’ commercial insurance policy. A large part of this complaint relates to the actions of agents who were acting on beha... (3 pages)View decision -
Decision Reference DRN-5299343
24 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5299343 The complaint Mr D has complained that Vitallity Health Limited has declined cover under a private medical insurance (PMI) policy. What happened Mr D had arranged treatment for two different medical conditions. He had a consultation for the first condition on 12 December 20... (3 pages)View decision -
Decision Reference DRN-5352701
24 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352701 The complaint Ms R has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2024, a continuous payment authority (CPA) was set up on Ms R’s Lloyds account using her card details. A CPA is a recurri... (3 pages)View decision
