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 384133 results
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Decision Reference DRN-5990848
2 Dec 2025 RAC Insurance Limited UpheldInsuranceDRN-5990848 The complaint Mr R complains about the service he received from RAC Insurance Limited (“RAC”) during two claims he made on his breakdown insurance policy. What happened Mr R held a European breakdown cover policy with RAC. He contacted them to raise a claim after breaking d... (7 pages)View decision -
Decision Reference DRN-5833202
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5833202 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) won’t reimburse payments he made to what he now believes to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail again here. However, in su... (3 pages)View decision -
Decision Reference DRN-5910402
2 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5910402 The complaint Mr S complains that Motability Operations Limited (‘MOL’) hasn’t given him the option to purchase the car that is the subject of his hire agreement with it. What happened The parties are familiar with the background details of this complaint – so I will briefly... (3 pages)View decision -
Decision Reference DRN-5690625
2 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5690625 The complaint Mr M complains that MONEYBARN NO.1 LIMITED trading as Moneybarn lent irresponsibly when they provided him with a conditional sale agreement for the purchase of a car. What happened Mr M applied for a conditional sale agreement with Moneybarn to purchase a moto... (3 pages)View decision -
Decision Reference DRN-5990813
2 Dec 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5990813 The complaint Mr S complains about how Lloyds Bank General Insurance Limited (“Lloyds”) settled and recorded a claim he made on his home insurance policy. What happened Mr S made a claim under his insurance policy with Lloyds in June 2024 for accidental damage to his wooden... (5 pages)View decision -
Decision Reference DRN-5960316
2 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5960316 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) was of an unsatisfactory quality. What happened The complaint circumstances are well known to both parties, so I don’t intend to list ... (4 pages)View decision -
Decision Reference DRN-5915328
2 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5915328 The complaint Mr D complains that Bank of Scotland plc, trading as Birmingham Midshires (BM), hasn’t offered him any practical help with his mortgage since he has been in financial difficulty. What happened Mr D and his late wife, Mrs D, had a joint mortgage with BM. In 201... (3 pages)View decision -
Decision Reference DRN-5985903
2 Dec 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5985903 The complaint Mr S complains PayPal UK Ltd unfairly held onto money from his account. What happened Mr S was selling crypto and using his PayPal account to receive payments. PayPal carried out a review and decided Mr S was breaching its acceptable use policy. PayPal perma... (4 pages)View decision -
Decision Reference DRN-5990688
2 Dec 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5990688 The complaint Mr B complains that AA Underwriting Insurance Company Limited (“AA”) unfairly declined a storm damage claim he made on his property insurance policy. What happened Mr B held a property insurance policy underwritten by AA. Following Storm Eowyn in January 2025,... (3 pages)View decision -
Decision Reference DRN-5990635
2 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5990635 The complaint Mrs G believes Clydesdale Bank Plc trading as Virgin Money acted irresponsibly when it approved her credit card application. What happened In February 2022 Mrs G applied for a credit card with Virgin Money. This application was approved with a credit limit of ... (7 pages)View decision
