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-4096144
2 May 2023 Accelerant Insurance Europe SA/NV UpheldInsuranceDRN-4096144 The complaint Mr M complains about how Accelerant Insurance Europe SA/NV handled a claim made on his commercial motor insurance policy. He wants compensation for his loss of use, and its delays and errors. What happened Mr M’s van was stolen, and he made a claim to Accelerant. ... (2 pages)View decision -
Decision Reference DRN1911574
18 Sep 2018 Halifax Share Dealing Limited UpheldInvestment and pensionsMr G has complained about the way Halifax Share Dealing Limited (Halifax) handled the transfer of his ISA portfolio from another financial business (business A).backgroundIn February 2017 Mr G set up an online share dealing account with Halifax. He wanted to transfer... (3 pages)View decision -
Decision Reference DRN-1523824
13 Feb 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1523824 The complaintMr B complains about the treatment of him by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) in respect of a hire agreement he had with it. Reference to VWFS in this decision also includes its agents.What happenedIn September ... (3 pages)View decision -
Decision Reference DRN-1992945
28 Sep 2020 Admiral Insurance Company Limited Not upheldInsuranceDRN-1992945The complaintMiss I complains that Admiral Insurance Company Limited (“Admiral”): paid out on a claim made by a third party (TP) under her motor insurance policy which wasn’t her fault; and didn’t keep her properly updated while it dealt with the claim.What happenedMiss I had ... (3 pages)View decision -
Decision Reference DRN-5236051
24 Jan 2025 Wakam Not upheldInsuranceDRN-5236051 The complaint Mr C and Ms R are unhappy Wakam turned down a claim they made on their wedding insurance policy. Although the policy is in joint names as the complaint has been largely brought by Ms R I’ll refer to her in this decision. All references to Wakam include its agen... (3 pages)View decision -
Decision Reference DRN1658710
9 May 2013 FirstRand Bank Limited Not upheldBanking and creditMr M bought a car on hire-purchase terms to use as a taxi. He returned the car to the dealer when he discovered the mileometer reading was false. He complains that Carlyle Finance will not reimburse his lost earnings for the two weeks it took for his replacement car to be ready to ... (3 pages)View decision -
Decision Reference DRN-3583767
2 Sep 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3583767 The complaint Ms S is unhappy that Metro Bank PLC (Metro) won’t refund money she says was stolen from her account. What happened Ms S says she received a lump sum payment in 2010 of over £47,000 which was put into an account opened with Metro. Ms S says she only completed one l... (3 pages)View decision -
Decision Reference DRN-5866364
30 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5866364 The complaint Mr A complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) paid to settle his car insurance claim. What happened In February 2025 Mr A was involved in a car accident and made a claim against his policy. Admiral deemed Mr A’s car was a tota... (3 pages)View decision -
Decision Reference DRN9124579
24 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr and Mrs R have complained HSBC Bank Plc treated them unfairly by closing their business account.background HSBC froze Mr and Mrs R’s business account and then closed it when they didn’t respond to its request for information about their business. It handed the acco... (3 pages)View decision -
Decision Reference DRN-2973757
10 Dec 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2973757 The complaint Mr R complains that Lloyds Bank PLC did not refund payments he says he did not authorise to a scam investment company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will... (3 pages)View decision