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 4563 results
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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-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-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 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 DRN1158247
11 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about UK Insurance Limited’s (“UKI”) settlement of a third party claim against his policy despite the fact that he maintains that he was not in the area at the time of the incident. background UKI was contacted by a third party insurer to advise that its policyhold... (2 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 DRN0336213
18 Jun 2013 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs J complain that Zenith Insurance Plc did not offer them a fair settlement sum under their motor insurance policy after their vehicle was written-off in an accident.backgroundMr and Mrs J’s vehicle was a rare, low mileage, special edition model that they bought from new ... (2 pages)View decision -
Decision Reference DRN9456405
14 Jun 2016 Santander UK Plc Not upheldBanking and creditMr F complains that Santander UK Plc caused him to be unable to operate his credit card account properly, resulting in his paying charges and interest.backgroundMr F says that he attempted over a number of months, while abroad, to contact Santander to pay his credit ... (3 pages)View decision -
Decision Reference DRN2848078
24 Jan 2017 Barclays Bank Plc Not upheldBanking and creditMr P complains that Barclays Bank Plc has mislaid the title deeds to his property. He thinks it should pay for the legal costs in arranging for re-registration of his property at the Land Registry.backgroundIn 1984 Mr P (and Mrs P) took out a mortgage from Barclays w... (2 pages)View decision -
Decision Reference DRN5362780
10 Oct 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S complains that Advantage Insurance Company Limited settled a third party’s claim against his car insurance policy when it shouldn’t have.References to Advantage include its agents and claim administrator.backgroundAdvantage was contacted by a third party to make a cla... (2 pages)View decision
