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 4310 results
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Decision Reference DRN1182793
31 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs Y has complained about the Advantage Gold packaged bank account that National Westminster Bank Plc (NatWest) sold to her in June 2008. backgroundMrs Y says that NatWest recommended the account to her and that she doesn’t know why because it was of no use to her.... (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 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 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-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 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 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 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 -
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-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
