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-4954585
23 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4954585 The complaint Mr H complains about poor service provided by National Savings and Investments (‘NS&I’) when he had difficulties accessing his account online and subsequently when he wanted to withdraw his money. What happened In January 2024, Mr H contacted NS&I with... (4 pages)View decision -
Decision Reference DRN-2928507
27 Oct 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2928507 The complaint Ms R and Mr R are unhappy about AXA Insurance UK Plc’s handling of a claim they made under their Van insurance policy. As Mr R was involved in the incident and has been dealing with the matter, for ease I will mainly refer to him in this decision. What happened Wh... (4 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 pages)View decision -
Decision Reference DRN-4818576
12 Feb 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4818576 Complaint Mr K complains that Lex Autolease (“Lex”) unfairly failed to notify him of the additional tax charge that it passed onto him as part of a hire agreement. Background In March 2022, Mr K signed a regulated hire agreement with Lex in order to hire a brand- new car. T... (4 pages)View decision -
Decision Reference DRN-3805572
18 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3805572 The complaint Mr B complains that National Westminster Bank Plc caused him unnecessary stress and worry when he attempted to make a payment. What happened Mr B was arranging to purchase a new vehicle and had paid a small deposit towards it. The next stage of the process was to ... (4 pages)View decision -
Decision Reference DRN-5743366
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5743366 The complaint A limited company, which I will refer to as B, complains about the avoidance of a motor insurance policy and the decline of a claim by esure Insurance Limited. Mr O, a director of B, brings the complaint on its behalf. What happened The parties are aware of the... (4 pages)View decision -
Decision Reference DRN-4932138
18 Nov 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4932138 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, held him liable for a loan he didn’t take out and then added a CIFAS marker to his record. What happened Mr K complained to 118 118 Money in February after he’d discovered a loan had been take... (2 pages)View decision -
Decision Reference DRN2113725
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr S complains NewDay Ltd (trading as Opus) sent him a default notice when it shouldn’t have.backgroundMr S initially complained that Opus had registered a default on his credit file without telling him. Opus accepted it hadn’t sent a notice of intent to file a defau... (2 pages)View decision -
Decision Reference DRN-2500666
13 Jan 2021 Acasta European Insurance Company Limited Not upheldInsuranceDRN-2500666 The complaint Mr and Mrs B complain that Acasta European Insurance Company Limited turned down their guarantee protection insurance claim. I’ll refer to Acasta and any parties acting on its behalf as ‘Acasta’. What happened In April 2018, Mr and Mrs B had a roof installed on th... (2 pages)View decision -
Decision Reference DRN3247701
1 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr C has complained that Lloyds Bank PLC mis-sold a Platinum packaged bank account to him in 2010. He paid a monthly fee for the account, which offered a number of benefits in return.Mr C has used a claims management company (CMC) to bring his complaint to us. backg... (2 pages)View decision
