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-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 DRN2223429
1 Aug 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the service Zenith Insurance plc provided following a claim on his motor insurance.backgroundZenith contacted Mr M to say that another driver’s insurer had accused Mr M of being at fault for an accident. Mr M told Zenith he hadn't be... (2 pages)View decision -
Decision Reference DRN9363056
11 Jan 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)Mrs S is unhappy with the way Covea Insurance plc has settled a claim on her motor insurance policy. backgroundIn December 2016 a third party’s representative contacted Covea alleging Mrs S had hit his vehicle at a roundabout the previous month. Mrs S denied she was in... (2 pages)View decision -
Decision Reference DRN3167705
4 Oct 2017 HSBC Bank plc Not upheldBanking and creditMiss K complained that HSBC Bank Plc has failed to send her the right bank card and that it hadn’t resolved problems she had experienced using the Verified by Visa online payment method.backgroundThe bank cardMiss K contacted the bank when she received a bank card th... (2 pages)View decision -
Decision Reference DRN2502593
23 Oct 2014 Lloyds Bank PLC Not upheldBanking and creditMr F complains that shortly after opening a business account, Lloyds Bank PLC closed it without explanation or notice. He discovered the closure when he was trying to transfer money to the account. Mr F believes the bank should provide reasons for its decision, and is seeking c... (2 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 DRN8118408
12 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs S have complained that Lloyds TSB Bank Plc failed to inform them that it was unable to obtain a charge over their business partners’ property as security for lending to the partnership.backgroundIn 2006 Mr and Mrs S entered into a partnership with another married couple fo... (2 pages)View decision -
Decision Reference DRN6552489
25 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs E complain that Lloyds Bank plc sent security information to their residential address rather than their correspondence address and will not change its processes to ensure that all future information goes to their correspondence address. backgroundIn October 2013, Mr E regis... (2 pages)View decision -
Decision Reference DRN5112759
12 Aug 2014 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M and his representative complain about the additional premium Liverpool Victoria Insurance Company Limited (“LV”) charged when he changed the vehicle on his motor insurance policy.backgroundLV charged Mr M an additional premium when he substituted a vehicle on his motor insurance ... (2 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
