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 DRN6785857
6 Nov 2015 Aberdeen Asset Managers Limited Not upheldInvestment and pensionsMr S complained about the problems he experienced accessing his Individual Savings Account (ISA) held by Aberdeen Asset Managers Limited (the business). backgroundMr S complained to the business in 2014. He said he’d contacted its customer services department several times... (3 pages)View decision -
Decision Reference DRN-4544507
20 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4544507 The complaint Mr S complains that Lloyds Bank PLC didn’t honour an agreement to pay for the legal fees he incurred when he moved his mortgage to Lloyds, and didn’t refund the fees either. What happened Mr S bought his property in 2021, using a mortgage with another lender. In 2... (3 pages)View decision -
Decision Reference DRN-6134747
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6134747 The complaint L complains that Barclays Bank UK PLC won’t refund the full amount of money it lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both... (3 pages)View decision -
Decision Reference DRN-2421893
26 Jan 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2421893 The complaint Mr H complains that Great Lakes Insurance SE have declined his claim unfairly. What happened In July 2019, Mr H became responsible for two cats through a cat protection company. One of the cats (cat A) had a special diet due to a hereditary gut condition, and Mr H... (3 pages)View decision -
Decision Reference DRN5002331
11 Apr 2019 Lloyds Bank PLC Not upheldBanking and creditMs W has complained that Lloyds Bank Plc (“Lloyds”) mis-sold a Select account in 2007 and a Premier account to her in November 2009.backgroundPrior to this complaint being brought to this service, Lloyds put Ms W back in the position that she would have been in ha... (2 pages)View decision -
Decision Reference DRN7977351
7 Jun 2016 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr N complains that Tesco Underwriting Limited has recorded a fault claim against him on the Claims and Underwriting Exchange database (CUE). He says this has resulted in a huge increase in the cost of his car insurance for a claim that was nothing to do with ... (2 pages)View decision -
Decision Reference DRN7889656
24 May 2018 Santander Consumer (UK) Plc Not upheldBanking and creditMr G complains that Santander Consumer (UK) Plc sent him a letter which he says led him to believe that he didn’t need to make any further repayments under his car financing agreement. Santander later told Mr G it had sent the letter by mistake, and that his financ... (2 pages)View decision -
Decision Reference DRN-2277676
18 Dec 2020 esure Insurance Limited Not upheldInsuranceDRN-2277676 The complaint Miss M complains that esure Insurance Limited (“esure”) won’t provide her with a letter of indemnity after she was stopped by the police for driving her car without a valid motor insurance policy. What happened On 13 April 2020, Miss M bought a motor insurance pol... (3 pages)View decision -
Decision Reference DRN0256202
8 May 2014 Santander UK Plc Not upheldBanking and creditMr B complains that, when he ended his mortgage with Santander UK Plc, he was charged a mortgage administration fee by Santander and a further fee by his solicitor. He says this is discriminatory, as it breaches the bank’s duty to treat him fairly.backgroundMr B had a mortgage with Santan... (2 pages)View decision -
Decision Reference DRN-4849256
20 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4849256 The complaint Mr C complains about a car he acquired with credit provided by MotoNovo Finance Limited. What happened In August 2022 Mr C entered into a regulated hire purchase agreement with MotoNovo to finance his purchase of a used car. The car was seven years old, it had ... (2 pages)View decision