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 DRN3738143
27 Nov 2015 Clydesdale Bank Plc UpheldBanking and creditMr F opened a Signature current account with Clydesdale Bank Plc in February 2011. The account came with a package of benefits and, in return, Mr F paid a monthly fee. Mr F believes the Signature account was mis-sold to him.backgroundI issued a provisional decision in ... (4 pages)View decision -
Decision Reference DRN-5356630
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5356630 The complaint Mr O complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr O had a motor insurance policy underwritten by Admiral. In August 2024, Mr O’s car was d... (5 pages)View decision -
Decision Reference DRN-4738642
12 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4738642 The complaint Mr G complains about the way National Westminster Bank Plc handled a dispute he raised with it (‘NatWest’). What happened The parties are familiar with the background of this complaint – so I will only cover it briefly here. It reflects my informal remit. Mr G say... (4 pages)View decision -
Decision Reference DRN-3716080
19 Oct 2022 Metro Bank PLC Not upheldMortgagesDRN-3716080 The complaint Mrs P and Mr P complain about the way Metro Bank PLC handled their application to port their mortgage and the early repayment charge they paid when they redeemed the mortgage. What happened In 2018 Mrs P and Mr P took out a five-year interest only mortgage with Me... (4 pages)View decision -
Decision Reference DRN-5776843
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5776843 The complaint Mr H has complained that a van he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was misrepresented to him, in that there was a mileage discrepancy. What happened Mr H acquired a used Ford van in August 2021, using a... (4 pages)View decision -
Decision Reference DRN-2299955
9 Nov 2020 Allianz Insurance Plc UpheldInsuranceDRN-2299955 The complaint Mrs C is unhappy that Allianz Insurance Plc settled a third party claim under her motor insurance policy, which she says she wasn’t involved in. She says Allianz didn’t originally tell her about this which led to her insuring her car with another insurer without d... (6 pages)View decision -
Decision Reference DRN4751391
26 Jan 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the valuation that UK Insurance Limited (trading as Churchill Car Insurance) (UKI) made on his car under his motor insurance policy after it was declared a total loss.backgroundUKI offered Mr B £43,670 for the pre-accident value of his car after i... (2 pages)View decision -
Decision Reference DRN3570247
30 May 2017 MBNA Limited Not upheldBanking and creditMr T has complained that MBNA Limited took too long to register a default on his credit card account after he got into financial difficulties.backgroundMr T became unable to make payments on his credit card account. He says he missed payments for a number of months ... (2 pages)View decision -
Decision Reference DRN9330662
8 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited (BG) whenit wasn’t able to repair his boiler as the model wasn’t on its service list.backgroundMr S has for a number of years had a HomeCare policy from BG. In 2017 he had a newboiler fitted, and he assumed it ... (4 pages)View decision -
Decision Reference DRN-3579070
7 Jul 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3579070 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) won’t refund payments he made after falling victim to a scam. Mr G’s complaint was brought to us by representatives acting on his behalf. As the account is held in Mr G’s name, I’ll mainly refer to Mr G throughout the d... (6 pages)View decision
