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 4755 results
-
Decision Reference DRN-2888114
22 Jun 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2888114 The complaint Mr E and Mrs E complain that Nationwide Building Society (Nationwide) mishandled a Power of Attorney. What happened Mrs E gave Mr E and his brother Power of Attorney (POA) over her property and financial affairs in June 2019. The joint current account for Mr E and... (5 pages)View decision -
Decision Reference DRN4887302
16 Dec 2019 Barclays Bank UK PLC Not upheldBanking and creditMr L, Mrs W and Mrs P hold power of attorney for Mrs L. Mr L, Mrs W and Mrs P bring this complaint on behalf of Mrs L in relation to the accounts she holds with the Barclays Bank UK PLC. The complaint largely concerns issues experienced by Mr L in dealing with these accounts and the subseq... (4 pages)View decision -
Decision Reference DRN8003316
14 Feb 2020 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr A complains that a training course that he paid for using a fixed sum loan agreement with Caledonian Consumer Finance Limited was misrepresented to him and wasn’t of satisfactory quality.backgroundMr A entered into a fixed sum loan agreement with Caledonian Consumer Finance in January 2... (2 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-4789948
10 May 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4789948 The complaint Mr L complains about how Automobile Association Insurance Services Limited (AA) sold him a breakdown insurance policy online. This decision covers the complaint made by Mr L to AA and included in their final response letter issued in December 2023, that his policy... (4 pages)View decision -
Decision Reference DRN-5555311
16 May 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5555311 The complaint Mr M complains that due to an administrative error by Automobile Association Insurance Services Limited (AAISL) he was stopped by the Police for driving without insurance and given a fine and six points on his driving licence. Mr M also says he incurred the cos... (5 pages)View decision -
Decision Reference DRN0794544
25 Jan 2018 GPUK LLP Not upheldBanking and creditMr M complains on behalf of Leisure Attractions Limited, that GPUK LLP sold them a website card processing facility that wasn’t suitable; it wasn’t given options for accepting payments and has suffered a financial loss as a number of transactions weren’t manually authoris... (3 pages)View decision -
Decision Reference DRN-4051907
13 Jun 2023 U K Insurance Limited Not upheldInsuranceDRN-4051907 The complaint Mrs W has complained about the way her motor insurer, U K Insurance Limited (“UKI”) dealt with her after she discovered there were errors in her policy documents. What happened Mrs W had a motor insurance policy with UKI. Upon checking her account she said she dis... (2 pages)View decision -
Decision Reference DRN-3120064
24 Feb 2022 National Savings and Investments Not upheldBanking and PaymentsDRN-3120064 The complaint Miss R complains about National Savings and Investments (NSI)’s processes. What happened Miss R had some premium bonds which were bought for her by her father when she was under 16. She was now older and wanted to establish an online account with NSI in her own na... (2 pages)View decision -
Decision Reference DRN3776529
24 Oct 2013 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Company J, through its director Mr R, complains about the handling by The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) of a claim against its commercial vehicle insurance. Specifically, Mr R believes that NFU did not obtain sufficient evidence from the third party wh... (2 pages)View decision