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 4790 results
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Decision Reference DRN2184097
15 Apr 2020 FirstRand Bank Limited UpheldBanking and creditMr S complains about the amount that he’s been charged by FirstRand Bank Limited, trading as MotoNovo Finance, for an incomplete service history on a car that he returned when he voluntarily terminated his hire purchase agreement.backgroundA used car was supplied to Mr S under a hire purch... (2 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN5851243
23 Dec 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr L is unhappy with the service he has received from Clydesdale Financial Services Limited – trading as Barclays Partner Finance (BPF) – in regard to a finance agreement he had with it for a mobile phone. backgroundMr L entered into a finance agreement with BPF to purchase a mobile phone.... (2 pages)View decision -
Decision Reference DRN6479417
27 Aug 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the investigation conducted by UK Insurance Limited (‘UKI’) after a third party made a claim on his motor insurance policy. He’s also unhappy that his premiums went up. backgroundMr T’s car was in an accident when it hit another car after rolling ... (2 pages)View decision -
Decision Reference DRN-3349326
6 May 2022 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3349326 The complaint Mr H is unhappy that Yorkshire Building Society (“YBS”) lost his account passbook which contained personal and financial information. What happened YBS returned Mr H’s account passbook to him by posting it in the mail. Unfortunately, the passbook never arrived at ... (2 pages)View decision -
Decision Reference DRN-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision -
Decision Reference DRN-4449656
10 Nov 2023 esure Insurance Limited Not upheldInsuranceDRN-4449656 The complaint Mr Y complains esure Insurance Limited cancelled his motor insurance policy by mistake and this caused him significant problems. What happened Mr Y had a motor insurance policy with esure. The policy was cancelled. The following day Mr Y was stopped by the Police ... (2 pages)View decision -
Decision Reference DRN8480404
3 Mar 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr D is unhappy with the valuation Admiral Insurance Company Limited offered for his car after he made a claim on his motor insurance policy. backgroundMr D’s car was badly damaged in an accident which wasn’t his fault. It was assessed as being damaged beyond economi... (2 pages)View decision -
Decision Reference DRN-5618690
25 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5618690 The complaint Mrs H complains about Advantage Insurance Company Limited’s offer to settle her motor insurance claim. What happened In January 2025 Mrs H’s car was damaged in an incident with a third-party’s vehicle. She claimed for the loss against her Advantage motor insur... (2 pages)View decision -
Decision Reference DRN3382547
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr B complains about problems registering a Power of Attorney (POA) with Lloyds Bank PLC. BackgroundMr B’s sons (Mr B1 and Mr B2) obtained a Lasting POA via the Office of the Public Guardian on 22 September 2016. The POA was granted jointly which means both attorneys have to be in... (2 pages)View decision