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 DRN-3491235
13 Jun 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3491235 The complaint Mr M complains about the increase in premium quoted by Aviva Insurance Limited when he changed his car under his motor insurance policy. What happened Mr M changed his car and went online to obtain a quote from Aviva. He says he wanted to transfer his policy acros... (2 pages)View decision -
Decision Reference DRN1187404
8 Apr 2015 Ulster Bank Ltd Not upheldBanking and creditMiss M has complained about the sale of her packaged bank account by Ulster Bank Ltd. backgroundMiss M says her packaged bank account was mis-sold because she wasn’t advised as to what it entailed; didn’t receive information about it; and doesn’t think it has been ... (2 pages)View decision -
Decision Reference DRN-3788457
29 Nov 2022 Motability Operations Limited Not upheldConsumer CreditDRN-3788457 The complaint Mr A complains that Motability Operations Limited (MOL) failed to update his address details on his car’s logbook, in relation to a car that was supplied to him through a Hire Agreement. What happened In September 2017, Mr A entered into a hire agreement with MOL.... (2 pages)View decision -
Decision Reference DRN8589811
2 Dec 2019 Kindertons Ltd Not upheldClaims ManagementMr S is unhappy at how Kindertons Ltd dealt with his claim for accident damage to his car.backgroundMr S’s car was parked and unattended in a public car park, when it was hit by another car. But there were two witnesses to this accident, and they left a note on Mr S’s car. Mr S reported th... (2 pages)View decision -
Decision Reference DRN1012039
3 May 2019 Lookers Motor Group Limited Not upheldBanking and creditMr H complains he was mis-sold a personal contract hire finance agreement by Lookers Motor Group Limited. He wants to end the agreement.backgroundMr H tells us he first applied to have the agreement in the name of his business but was told he had to proceed with a ... (3 pages)View decision -
Decision Reference DRN-5036684
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5036684 The complaint A sole trader, who I’ll refer to as Mr A, complains that Barclays Bank UK PLC should not have given him a bounce back loan (”BBL”), as he couldn’t afford to repay it. He also complains that the bank is incorrectly holding him personally liable, since the loan s... (2 pages)View decision -
Decision Reference DRN9323055
4 Jan 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited settled a claim made against him under his car insurance policy, without telling him, on the basis that he was responsible for damage caused to the other driver’s car.background The other driver alleged that Mr H had run in... (2 pages)View decision -
Decision Reference DRN-5974820
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5974820 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background Mr B says he was the victim of a scam, during which he made multiple payments from his Revolut account to an online casino. In order to deposit funds into h... (2 pages)View decision -
Decision Reference DRN5085511
2 May 2017 BL Autosource LLP Not upheldBanking and creditMr G complains that the vehicle he acquired from BL Autosource LLP (the business) was not registered in 2016 as he had been told. He says the vehicle will be worth less because of this.backgroundMr G acquired a vehicle from the business through a hire purchase agree... (2 pages)View decision -
Decision Reference DRN-3963106
23 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3963106 The complaint Mr T complains that Lloyds Bank PLC (‘Lloyds’) have unfairly registered a default in relation to his bank account. What happened Mr T held an account with Lloyds. This included an overdraft facility. Lloyds says that Mr T exceeded the agreed overdraft on several o... (3 pages)View decision