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 4395 results
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Decision Reference DRN7586018
14 Sep 2016 Barclays Bank Plc Not upheldBanking and creditThrough their solicitors, Mr and Mrs R have raised a number of complaints against Barclays Bank Plc, as follows: Barclays incorrectly registered a legal charge over both their commercial and residential property; Barclays refused to provide them with a copy of the val... (3 pages)View decision -
Decision Reference DRN0836218
20 May 2016 Lex Autolease Limited Not upheldBanking and creditMr E complains about a faulty car he hired using finance provided by Lex Autolease Limited.backgroundIn September 2015 Mr E hired a car. Ten days later it developed a fault with the diesel particulate filter (“DPF”). The car was repaired after another ten days in t... (3 pages)View decision -
Decision Reference DRN3582326
26 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)summary of complaintIn summary, this complaint concerns the sale of a regular premium payment protection insurance (PPI) policy taken out in conjunction with a loan in October 2009. Mrs H believes Lloyds mis-sold her the policy. my findingsI have carefully considered all of the availa... (3 pages)View decision -
Decision Reference DRN-4806347
19 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4806347 The complaint Mr D complains that Santander UK Plc won’t reimburse him money he lost after being defrauded. What happened In 2021, Mr D was looking to have renovations carried out at his family home and posted an ad online looking for recommendations. He received the details... (3 pages)View decision -
Decision Reference DRN4280543
19 Nov 2013 Next Retail Limited Not upheldBanking and creditMr R complains, in summary, that Next Retail Limited (“Next”) incorrectly applied a default to his credit file.backgroundMr R said that he had phoned Next in 2010 to inform it that he had changed his address. He then did not receive any statements or correspondence from Next, but he als... (3 pages)View decision -
Decision Reference DRN1224094
25 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs L complains that she was mis-sold a monthly premium payment protection insurance (“PPI”) policy by Lloyds Bank PLC. The policy was sold in connection with a credit card in 1997. In essence, Mrs L states that she does not remember PPI ever being discussed and that it was added to he... (3 pages)View decision -
Decision Reference DRN-5686482
28 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5686482 The complaint Miss D complains that First Central Underwriting Limited (“First Central”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-maker with a diesel... (3 pages)View decision -
Decision Reference DRN-3574071
1 Aug 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3574071 The complaint Miss T complains that Ageas Insurance Limited mishandled her claim on a motor insurance policy. Where I refer to Ageas, I refer to the above-named insurance company and I include employees and others insofar as I hold Ageas responsible for their acts or omissions.... (3 pages)View decision -
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
