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 DRN6433221
4 Oct 2019 Accredited Insurance (Europe) Ltd Not upheldInsurance (excluding PPI)Mr T complains that Accredited Insurance (Europe) Ltd has declined to pay his claim on his commercial motor insurance policy following the theft of his van. He wants it to pay the claim. backgroundMr T’s van was stolen and he made a claim. But Accredited Insurance then found that he wasn’t... (2 pages)View decision -
Decision Reference DRN6428878
26 May 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMiss G complains that Lowell Portfolio I Ltd won’t remove a default registered on her credit file. backgroundThis default was registered originally by a third party I’ll call S. It relates to an account Miss G opened in 2013. She experienced some very difficult circ... (2 pages)View decision -
Decision Reference DRN8478075
18 Oct 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr N has complained about Admiral Insurance Company Limited. He isn’t happy about the valuation placed on his car following a claim on his motor insurance policy.backgroundMr N was involved in an accident in March 2019 and made a claim under his motor insurance policy. Admiral decided his ... (2 pages)View decision -
Decision Reference DRN-3739614
10 Oct 2022 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-3739614 The complaint S complains about how Amazon Payments UK Limited, trading as Amazon Payments has handled their business account. What happened The background to this complaint is well known to both S and Lloyds. In my decision, I’ll focus mainly on giving the reasons for reaching... (3 pages)View decision -
Decision Reference DRN-3937815
8 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3937815 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) wrongly registered a default in relation to his bank account without giving him proper notice. What happened Mr E held a bank account with Barclays. This account did not provide an agreed overdraft facility. On... (3 pages)View decision -
Decision Reference DRN-5908735
27 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5908735 The complaint Mr H has complained to Aviva Life & Pensions UK Limited that it took too long to transfer his late wife’s pension plans to a new income drawdown plan and that he’s lost out on investment growth as a result. What happened Mr H’s late wife had four pension pl... (11 pages)View decision -
Decision Reference DRN-2225642
2 Oct 2020 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-2225642 The complaint Mrs N is complaining that a car Santander Consumer (UK) Plc supplied her through a conditional sale agreement wasn’t as described. What happened In May 2014 Mrs N entered into a conditional sale agreement to acquire a car. The cash price of the car was around £9,0... (2 pages)View decision -
Decision Reference DRN-4198127
12 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4198127 The complaint Mrs V is unhappy that Santander UK Plc won’t refund the money she lost to an investment which she now considers is a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key poi... (2 pages)View decision -
Decision Reference DRN6477054
17 Apr 2014 Barclays Bank Plc UpheldBanking and creditMr R complains that Barclays Bank Plc trading as Barclaycard will not refund the purchase of a holiday club membership he made using a credit card. He brings his claim under Section 75 of the Consumer Credit Act 1974.backgroundIn 2010 Mr R purchased a holiday club membership for £8,300... (2 pages)View decision -
Decision Reference DRN5831630
4 Dec 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Miss Z and her representative complain about the way Tesco Underwriting Limited handled a claim under her motor insurance policy. backgroundMiss Z’s vehicle was hit by a third party in a car park. The third party drove off but Miss Z obtained the vehicle’s registration and a descriptio... (2 pages)View decision