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 DRN-3675069
31 Aug 2022 Revolut Ltd Not upheldBanking and PaymentsDRN-3675069 The complaint Mr S, who was the sole proprietor of an overseas business, complains that Revolut Ltd closed his business account. What happened Mr S had an account with Revolut, which was in the name of his business, a sole proprietorship registered in Norway. In October 2020, R... (2 pages)View decision -
Decision Reference DRN4750912
30 Jan 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC (trading as Barclaycard) won’t refund the cost of a faulty vehicle he purchased.backgroundMr M bought a vehicle using his credit card. The vehicle developed a number of faults within the first six months. Mr M wanted to rejec... (2 pages)View decision -
Decision Reference DRN-4060074
30 Aug 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4060074 The complaint Mr B is unhappy with the valuation of his car provided by Admiral Insurance (Gibraltar) Limited when making a claim under his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The f... (2 pages)View decision -
Decision Reference DRN-5482381
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5482381 The complaint Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr W saw a car he was interested in buying listed on an online marketplace. He contacted the seller and arranged to view it in ... (2 pages)View decision -
Decision Reference DRN0316686
13 Jun 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Miss B complains that Zenith Insurance plc cancelled her motor insurance policy from the start (voided it) and declined two claims because she wasn’t the car’s registered keeper. Miss B is represented in this matter by her solicitor.backgroundMiss B took out a polic... (2 pages)View decision -
Decision Reference DRN0527058
23 Nov 2016 Northern Bank Limited UpheldPayment protection insurance (PPI)Mr M says Northern Bank Limited (NBL) mis-sold him a payment protection insurance (PPI) policy. backgroundThis complaint is about a credit card PPI policy Mr M took out in 2008. It was added to his account when he applied for the card in person.Our adjudicator uph... (2 pages)View decision -
Decision Reference DRN-4226888
31 Oct 2023 TSB Bank plc Not upheldMortgagesDRN-4226888 The complaint Mr H’s complaint about TSB Bank plc (TSB) relates to the destruction of certain documentation he sent to the solicitors appointed to act on his behalf. What happened In August 2021 Mr H wanted to re-mortgage his property and chose to use TSB’s free legal service. ... (2 pages)View decision -
Decision Reference DRN-4142133
27 Jun 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4142133 The complaint Mr P complains that Advantage Insurance Company Limited declined his claim on his motor insurance policy following the theft of his car. What happened Mr P bought a car for cash. A month later, it was stolen, and he made a claim on his policy. The car was later re... (2 pages)View decision -
Decision Reference DRN-3952901
25 Apr 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3952901 The complaint Mr T complains that Metro Bank PLC are not reporting the correct information to Credit Reference Agencies (CRA’s) after he made a payment to settle an outstanding balance. What happened Mr T says he had an outstanding balance on an account with Metro Bank, so he m... (2 pages)View decision -
Decision Reference DRN-3260539
14 Feb 2022 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-3260539 The complaint Mr C complains that Watford Insurance Company Europe Limited mishandled a claim on his motor insurance policy. Where I refer to Watford, I include claims-handlers and others insofar as I hold Watford responsible for their actions. What happened For the year from D... (2 pages)View decision
