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 4790 results
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Decision Reference DRN3747656
7 May 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complained that Ageas Insurance Limited settled a third party accident claim on his motor insurance policy without his knowledge or consent, although he had denied that his car had been involved in the accident. backgroundThe third party, a bus company, claimed ... (3 pages)View decision -
Decision Reference DRN-5113777
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113777 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In August 2019, Mrs O heard a radio advertisement for an investment with a company I’ll refer to as B... (5 pages)View decision -
Decision Reference DRN-3317344
22 Feb 2022 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-3317344 The complaint Mr I has raised a number of concerns over the arrangements relating to a car he acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened In July 2018 Mr I got a used BMW X6 he’d seen at a dealership. The arrangemen... (5 pages)View decision -
Decision Reference DRN-4652836
8 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4652836 The complaint Mrs M complains as a holder of a power of attorney (PoA) for her father Mr M, that Lloyds Bank PLC gave a poor service when she tried to register the PoA and that Lloyds doesn’t provide appropriate access for her and Mr M to his account. What happened In June 2023... (3 pages)View decision -
Decision Reference DRN-6057684
12 Jan 2026 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-6057684 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on her pet insurance. What happened Mrs M made a claim on her policy for vets’ fees after her dog needed some treatment. Casualty & General noted that her dog had a ... (3 pages)View decision -
Decision Reference DRN8993724
19 Dec 2019 The Share Centre Limited Not upheldInvestment and pensionsMr L complains on behalf of his company about an administrative error by The Share Centre Limited which he says has caused financial loss.backgroundMr L held shares in an overseas company, having originally invested £29,977. The Share Centre contacted Mr L to explain that if he wanted to r... (4 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN2427777
6 May 2016 1st Stop Car Finance Ltd Not upheldBanking and creditMr J complains that 1st Stop Car Finance Ltd failed to put right faults in his car and then failed to return the car to him.backgroundMr J obtained a used car in March 2016 under a finance agreement with 1st Stop. He says that a number of serious faults became appa... (3 pages)View decision -
Decision Reference DRN2290498
6 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr L complains that after his car was damaged, Tesco Underwriting Limited: voided his motor insurance policy – that is cancelled it from the outset; and scrapped his car without paying him the full value of his car.background I set out the circumstances leading to this complaint, and ... (3 pages)View decision -
Decision Reference DRN3894338
29 Jul 2014 Endsleigh Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr M complains about how Endsleigh Insurance Services Ltd (a broker) dealt with the renewal of the motor insurance policy for his car. He says Endsleigh removed cover for him to drive other vehicles. He says it should settle claims against him arising from an accident.backgroundMr M ... (3 pages)View decision