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 4393 results
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Decision Reference DRN1291066
19 May 2015 National Westminster Bank Plc Not upheldBanking and creditMr M seeks a refund of the fees he paid for his Advantage Gold packaged bank account with National Westminster Bank plc (‘NatWest’). He says the account was mis-sold. backgroundMr M thinks his packaged bank account was mis-sold because NatWest didn’t tell him that... (2 pages)View decision -
Decision Reference DRN4104631
28 Feb 2018 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr W has complained that Automobile Association Insurance Services Limited’s service to him was poor after he made a claim under his car insurance policy.backgroundMr W made a claim under his car insurance policy through his broker, AA. His car was deemed a total loss... (2 pages)View decision -
Decision Reference DRN-3449293
8 Aug 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3449293 The complaint Mr W complains that Lloyds Bank Plc failed to advise him of the time limits for applying for a chargeback and it has resulted in him suffering financial loss. What happened On 22 April 2021 Mr W transferred £3400 to a third-party cryptocurrency provider using his ... (2 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 DRN4433435
21 Apr 2020 BISL Limited Not upheldInsurance (excluding PPI)Mr J has complained about BISL Limited. He believes it renewed his home insurance policy between 2015 and 2018 without his authorisation. He says, when he complained, it only offered to refund half of the premium.background Mr J, via his mother, Mrs J, arranged cover with BISL in 2014. The... (2 pages)View decision -
Decision Reference DRN-1320672
3 May 2020 Paragon Bank Plc Not upheldBanking and PaymentsDRN-1320672The complaintMrs M complains that Paragon Bank Plc (“Paragon”) didn’t accept the identification documents she provided when she applied to open an account. What happenedMrs M wanted to open an account with Paragon. She applied online and was asked to provide two forms of identif... (2 pages)View decision -
Decision Reference DRN-4681064
14 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4681064 The complaint Mrs F complains AXA Insurance UK Plc (“AXA”) breached data protection rules by passing her details to a third party. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mrs F had a car insurance policy with... (2 pages)View decision -
Decision Reference DRN9008591
12 Mar 2015 Policy Administration Services Ltd Not upheldInsurance (excluding PPI)Mr B is unhappy that when he bought his mobile phone insurance Policy Administration Services Ltd (“PAS”) didn’t tell him that his policy didn’t cover loss.backgroundMr B bought his mobile phone and insurance at the same time in a phone store. A few months later he lost his phone and m... (2 pages)View decision -
Decision Reference DRN5649533
22 Oct 2015 Cabot Financial (UK) Limited UpheldBanking and creditMr C complains that Cabot Financial (UK) Limited hasn’t removed a default from his credit file.backgroundIn April 2012 Mr C took out a credit card with Provider A. He used the available credit by December 2012, and didn’t pay off the balance. Provider A asked Mr C fo... (2 pages)View decision -
Decision Reference DRN-5311871
4 Mar 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5311871 The complaint Mr N’s complaint is about two buy-to-let (BTL) mortgages. Mr N is unhappy that, after Clydesdale Bank Plc wasn’t able to offer him new mortgages when his existing mortgages reached the end of their terms, a broker was able to source new mortgages for him, throu... (2 pages)View decision
