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-5017352
28 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5017352 The complaint Mrs K is unhappy with how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) handled a quality of goods claim she made to them. What happened Mrs K purchased a sofa from a supplier I shall call ‘R’ in December 2022. This was taken out unde... (3 pages)View decision -
Decision Reference DRN-5294708
28 Feb 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5294708 The complaint Mr S has complained that an approved repairer caused damage to his car and he’s unhappy about having to pay the excess. Mr S made a claim under his car insurance policy with Highway Insurance Company Limited. What happened In 2021 Mr S made a claim for damage t... (2 pages)View decision -
Decision Reference DRN-5283730
28 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5283730 The complaint Mr Z is unhappy about the cancellation of his motor insurance policy by Accredited Insurance (Europe) Ltd. What happened The following is intended only as a brief summary of events. Additionally, whilst Mr Z’s dealings were with an administrator of the insuranc... (4 pages)View decision -
Decision Reference DRN-5299674
28 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5299674 The complaint Mrs W complains that Lloyds Bank PLC delayed the completion of the Additional Permitted Subscription (APS) process for her cash ISA resulting in financial loss and distress. What happened Mrs W is represented in this complaint by her daughter. An application w... (4 pages)View decision -
Decision Reference DRN-5288692
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5288692 The complaint Mr B is unhappy that the travel insurance element of a packaged bank account he has with Barclays Bank UK PLC was cancelled when he reached the age of 80. What happened In June 2024, Mr B was notified that he was no longer eligible for the travel insurance poli... (2 pages)View decision -
Decision Reference DRN-5363322
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363322 The complaint Ms A complains that Revolut Ltd failed to protect her when she was falling victim to a scam and hasn’t reimbursed her loss since reporting it. What happened I issued a provisional decision (PD) for Ms A’s complaint on 14 February 2025 and both parties have had ... (11 pages)View decision -
Decision Reference DRN-5296182
28 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5296182 The complaint Mr J complains that U K Insurance Limited trading as Churchill Car Insurance (“UKI”) said he was in default following the cancellation of his car insurance policy, and it’s had an impact on his credit rating. What happened Mr J had a car insurance policy with U... (3 pages)View decision -
Decision Reference DRN-5362620
28 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5362620 The complaint Mr S complains with the length of time it took Liverpool Victoria Insurance Company Limited (LV) to repair his vehicle and the quality of the repairs carried out after he submitted a claim under his motor insurance policy. What happened The details of this comp... (3 pages)View decision -
Decision Reference DRN-5287612
28 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5287612 The complaint Mr P complains that The Prudential Assurance Company Limited (“Prudential”) has failed to pay pension benefits he was entitled to receive, in a timely manner. What happened Mr P held two pension plans with Prudential. Although I briefly mention here what happen... (4 pages)View decision -
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 pages)View decision
