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
-
Decision Reference DRN3751844
24 Oct 2017 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs C is complaining that Liverpool Victoria Insurance Company Limited (‘LV’) didn’t obtain CCTV footage of a third party's vehicle hitting her car. She says it should’ve got this as her car insurance provider.backgroundMrs C’s car was hit by a third party's ve... (2 pages)View decision -
Decision Reference DRN3205006
9 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to him in 2011. Mr P has said that he was told he had to take out the Platinum account in order to get an overdraft. Mr P is also unhappy that there were difficulties aroun... (2 pages)View decision -
Decision Reference DRN4969211
2 Jul 2018 Secure Trust Bank Plc Not upheldBanking and creditMs H complains that Secure Trust Bank Plc terminated her finance agreement and wouldn’t accept payments from her.backgroundMs H bought a car in late 2012 with finance provided by Secure Trust. She missed a payment in January 2016 and from October 2016 onwards she misse... (2 pages)View decision -
Decision Reference DRN-5482372
30 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5482372 The complaint Mr W complains that Lloyds Bank PLC 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 DRN-5683096
12 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5683096 The complaint Mr D says esure Insurance Limited unfairly avoided his motor insurance policy and declined a claim he made on it based on a misrepresentation it said he’d made. What happened In 2024, Mr D reported the theft of his car to esure. In validating the claim, esure n... (2 pages)View decision -
Decision Reference DRN-2838601
19 Jul 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2838601 The complaint Mrs R has complained that Admiral Insurance Company Limited undervalued her van when it settled a claim for the van’s theft on her motor insurance policy. What happened Mrs R had a van which she converted into a campervan. It was stolen and Mrs R claimed on her p... (2 pages)View decision -
Decision Reference DRN-4886931
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4886931 The complaint Mr B has complained that Haven Insurance Company Limited recorded a fault claim against him when it didn’t carry out an adequate investigation into a claim he made under his motor insurance policy. What happened The background to this complaint is well known to Mr... (2 pages)View decision -
Decision Reference DRN3355326
6 Aug 2019 Virgin Money plc UpheldBanking and creditMiss B complains that Virgin Money plc will not backdate the date of a default to October 2016.backgroundMiss B says she entered into a debt management plan with Virgin in October 2016 but she says it wasn’t until November 2017 that it registered a default on her credit file. Miss B says t... (2 pages)View decision -
Decision Reference DRN2462964
8 Oct 2013 MoneyGram International Limited Not upheldBanking and creditMr A complains that MoneyGram International Limited failed to give him sufficient warning of the risks associated with a payment he was making, and allowed the recipient to collect the money on the basis of fake proof of identity. backgroundMr A responded to an internet advertisement... (2 pages)View decision -
Decision Reference DRN6951853
25 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMiss R complains that National Westminster Bank Plc mis-sold her an interest only mortgage because she does not have the means to repay the capital at the end of the term. She also complains that NatWest has not done enough to help her when she has faced financial di... (2 pages)View decision
