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 4563 results
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Decision Reference DRN-5618461
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5618461 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s service following a claim he made on his motor insurance policy. Mr C says that Admiral unfairly required him to pay an excess, provided an unsuitable courtesy car and delayed its claim handling. What... (3 pages)View decision -
Decision Reference DRN2698173
15 Feb 2018 Advantage Finance Ltd UpheldBanking and creditMr W complains that a car he financed through a hire purchase agreement with Advantage Finance Ltd was not of satisfactory quality and was not as advertised. He wants to be allowed to reject the vehicle.backgroundI issued my provisional decision earlier this month. I explai... (3 pages)View decision -
Decision Reference DRN-5438921
21 May 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5438921 The complaint R has complained that Clearbank Limited (“Tide”) asked for documents that R was unable to provide when processing R’s application to open an account. A director of R, Mr S, says that a member of staff at Tide was rude to him during a phone call. Mr S says that ... (3 pages)View decision -
Decision Reference DRN3342230
14 Aug 2014 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Miss L is unhappy with the valuation placed on her car by Markerstudy Insurance Company Limited and the service provided to her under her motor insurance policy.background Miss L had a motor insurance policy with Markerstudy. Her car was written off and she is unhappy with the valuati... (3 pages)View decision -
Decision Reference DRN7523240
24 Apr 2020 Revolut Ltd Not upheldBanking and creditComplaintMr O complains about the time it took Revolut Ltd to return funds when they closed his account. He’s also unhappy that when the funds were returned, certain fees had been deducted.BackgroundIn December 2018 Revolut carried out a review on Mr O’s account. As part of the review, Rev... (2 pages)View decision -
Decision Reference DRN-3766626
21 Oct 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3766626 The complaint Ms R complains Transunion International UK Limited have incorrect information on her credit file. What happened In September 2021, Ms R says she received a copy of her credit report from a company, who I’ll refer to as “C”. C show a consumer their credit informati... (5 pages)View decision -
Decision Reference DRN2715583
28 Apr 2017 Lloyds Bank PLC Not upheldBanking and creditMiss R has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her three packaged bank accounts, a Select account in 2008, a Platinum account in 2012 and a Gold account also in 2012.backgroundOne of our adjudicators looked into the sale of these accounts. He concluded... (2 pages)View decision -
Decision Reference DRN-2145999
7 Oct 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2145999 The complaint Mrs B complains that Barclays Bank UK PLC (“Barclays”) changed the name registered to her bank account without her permission and have caused her distress and inconvenience. What happened Mrs B holds an account with Barclays. She was unfortunately diagnosed with a... (3 pages)View decision -
Decision Reference DRN3241229
26 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank Plc (“Lloyds”) mis-sold him a Silver packaged bank account in 2012. backgroundOur adjudicators looked at Mr B’s complaint and eventually concluded that Lloyds hadn’t mis-sold the packaged account. Mr B disagreed and asked for an om... (2 pages)View decision -
Decision Reference DRN-4990419
24 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4990419 The complaint Mr S has complained about HSBC UK Bank Plc registering his details on a fraud database. What happened Mr S applied for an account with HSBC. He’s explained that due to a technical glitch, the application accidentally went through multiple times. And he’s explai... (3 pages)View decision
