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 4569 results
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Decision Reference DRN-1382419
15 Jul 2020 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-1382419 The complaintMr W has complained about Adrian Flux Insurance Services Group’s handling of his car insurance policy. What happenedMr W took out car insurance on 3 August 2017 (the first policy). Adrian Flux sold the policy as broker. The policy was underwritten by a separate bu... (3 pages)View decision -
Decision Reference DRN7172850
23 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC won’t refund transactions that he says he didn’t make or otherwise authorise.backgroundIn February 2019 upon receiving his bank statement, Mr H called Lloyds to dispute a number of transactions made from his Lloyds current account between 2 January 2019 ... (4 pages)View decision -
Decision Reference DRN6077594
7 Jun 2017 Quick Quote Insurance Services Limited Not upheldInsurance (excluding PPI)Mr V has complained that Quick Quote Insurance Services Limited failed to set up his car insurance policy correctly.backgroundSince 2015 Quick Quote, as Mr V’s broker has arranged car insurance policies for him. Mr V renewed his car insurance policy in October 2016. In... (4 pages)View decision -
Decision Reference DRN-5113995
31 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5113995 The complaint Mr W and X complain that Nationwide Building Society (“Nationwide”) failed to protect their account leading to unnecessary stress and inconvenience. What happened Mr W is the principal person involved with this complaint, so where appropriate, I’ll refer to him... (4 pages)View decision -
Decision Reference DRN-4948409
9 Apr 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4948409 The complaint Mr N is complaining that Santander Consumer (UK) Plc (“SCF”) misrepresented a vehicle they supplied to him. What happened In April 2021, Mr N entered into a conditional sale agreement with SCF to acquire a car. The agreement states the deposit was £2,201 and Mr... (4 pages)View decision -
Decision Reference DRN-3947521
24 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3947521 The complaint Mr O complains that when his stationary car was hit by another driver esure Insurance Limited recorded this as a fault claim, he lost years of his no claims discount (NCD), and his insurance premiums increased. He wants esure to remove the reference to a fault cla... (4 pages)View decision -
Decision Reference DRN9170712
28 Aug 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in September 2006. Mrs A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator initially concluded that the policy was ... (4 pages)View decision -
Decision Reference DRN-3147951
24 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3147951 The complaint Mr S is a sole trader. He complains that Barclays Bank UK PLC wrongly declined his application for a Bounce Back Loan. What happened Mr S was an existing personal customer of Barclays and approached the bank for a Bounce Back Loan. Barclays declined Mr S’s request... (4 pages)View decision -
Decision Reference DRN-2037045
27 Jul 2020 Haven Insurance Company Limited Not upheldInsuranceDRN-2037045 The complaintMr C has complained about Haven Insurance Company limited. He’s unhappy about the way his claim was handled under his motor insurance policy, and the liability decision that was reached. Haven Insurance Company Limited is the motor insurer for Mr C’s policy. To ke... (4 pages)View decision -
Decision Reference DRN-2037645
27 Jul 2020 Haven Insurance Company Limited Not upheldInsuranceDRN-2037645 The complaintMr C has complained about Haven Insurance Company limited. He’s unhappy about the way his claim was handled under his motor insurance policy, and the liability decision that was reached. Haven Insurance Company Limited is the motor insurer for Mr C’s policy. To ke... (4 pages)View decision
