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-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN-2501428
22 Jan 2021 Motors Insurance Company Limited UpheldInsuranceDRN-2501428 The complaint Mr K complains that Motors Insurance Company Limited have declined his Guaranteed Asset Protection (GAP) insurance claim after his brand-new car was written-off following an accident. What happened In 2019 Mr K took possession of a brand-new car at his home addres... (5 pages)View decision -
Decision Reference DRN-2954096
24 Aug 2021 By Miles Ltd Not upheldInsuranceDRN-2954096 The complaint Mrs K complains that By Miles Ltd cancelled her motor insurance policy. She wants it to reinstate the policy and remove records of the cancellation. And she wants compensation for her trouble and upset and increased premiums due to the cancellation. Mrs K is repre... (2 pages)View decision -
Decision Reference DRN1688339
3 Feb 2020 MBNA Limited Not upheldBanking and creditMr L complains that MBNA Limited declined his claim under section 75 of the Consumer Credit Act 1974 in relation to the misrepresentation of a used car.backgroundIn January 2019 Mr L bought a second hand Jaguar car in an online auction. He paid about £2,000 (in euros) with his MBNA credit ... (2 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 -
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-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 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