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 4568 results
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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 -
Decision Reference DRN-5096217
23 Oct 2024 Clydesdale Bank Plc Not upheldPensions and AnnuitiesDRN-5096217 The complaint Mr A has complained about a transfer of his Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) stakeholder pension to an occupational scheme in 2012. Mr A’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process... (6 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 DRN8297922
7 Jun 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Miss S complains that when she made a claim on her motor insurance policy, U K Insurance Limited (“UKI”) provided her with poor service.backgroundMiss S’s car was damaged in a non-fault accident in mid-December 2017. UKI initially contacted the wrong third party insurer.... (2 pages)View decision -
Decision Reference DRN-3842386
8 Dec 2022 BISL Limited Not upheldInsuranceDRN-3842386 The complaint Miss R complains about the way BISL Limited handled a vehicle change on her motor insurance policy which she says left her driving uninsured. What happened The background to the complaint is well-known to all parties so I won’t repeat it here. In my decision I’ll ... (2 pages)View decision -
Decision Reference DRN-5679672
15 Sep 2025 Newline Insurance Company Limited Not upheldInsuranceDRN-5679672 The complaint Mr N complains that Newline Insurance Company Limited declined a claim on a car hire insurance policy. Newline used a third-party company to handle Mr N’s claim and most of his correspondence has been with this company rather than directly with Newline. For the av... (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 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 DRN8046496
11 Feb 2016 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc unfairly registered a default on his bank account.backgroundIn September 2014 the overdraft on Mr H’s account was removed as Mr H had failed to make credits to his account despite warning letters. Mr H complains that despite makin... (2 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision
