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 DRN2599471
25 May 2016 Northern Bank Limited Not upheldBanking and creditMr and Mrs H complain that Northern Bank Limited trading as Danske Bank (“Danske”) misled them about the costs of remortgaging. They want compensation for the extra legal costs.backgroundMr and Mrs H wanted to remortgage and moved to a new lender, Danske. They said Da... (2 pages)View decision -
Decision Reference DRN-2653179
9 Sep 2021 The Co-operative Bank Plc Not upheldMortgagesDRN-2653179 The complaint Ms K and Mr M complain about delays when the re-mortgaged with The Co-operative Bank Plc trading as Platform. They ask for compensation for the additional interest they paid. What happened Ms K and Mr M’s re-mortgage was due to complete on 1 April 2020. Completion... (3 pages)View decision -
Decision Reference DRN-5742563
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742563 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in February 2016. According to its ... (7 pages)View decision -
Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 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 DRN4835477
1 Mar 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss A complains that Admiral Insurance Company Limited has recorded a fault claim on the insurance database, CUE, for an accident that she says didn’t occur. She would like all record of the incident to be removed from it.backgroundIn June 2014 a woman reported to... (2 pages)View decision -
Decision Reference DRN2362113
4 Dec 2014 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Miss T complains that Tradewise Insurance Company Limited is proposing to accept liability, on her behalf, under her motor insurance policy for an accident for which she says she was not responsible. As a result, her insurance premiums have increased.backgroundIn January 2013, a third ... (2 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 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 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