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 4257 results
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Decision Reference DRN-5073240
25 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5073240 The complaint Mrs D isn’t happy with Barclays Bank UK PLC. Mrs D was receiving texts and mobile app alerts that she didn’t want. Mrs D said she wanted the weekly update in her online app to be sent every Friday. Mrs D said she’d like compensation for the distress and inconv... (3 pages)View decision -
Decision Reference DRN6780264
27 Aug 2019 Tesco Personal Finance PLC UpheldBanking and creditMr E complains that Tesco Personal Finance PLC treated him unfairly by rejecting his claim under section 75 the Consumer Credit Act 1974 for a car that wasn't of satisfactory quality and which had been mis-represented to him by the dealership. backgroundIn August 2017 Mr E ordered ... (9 pages)View decision -
Decision Reference DRN4771528
29 Aug 2014 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about Aviva Insurance Limited’s handling of his motor insurance claim and the value it paid for his car after it was declared a total loss.backgroundMr W was involved in an accident with a lorry. He said that he was not at fault. He called his broker to report the accident... (3 pages)View decision -
Decision Reference DRN9667230
25 Oct 2016 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mrs H says Lloyds Bank PLC (‘Lloyds’) mis-sold her a payment protection insurance (PPI) policy.background In May 2001, Mrs H took out a loan. At the same time, she bought a single premium PPI policy. In November 2013, Mrs H complained to Lloyds about the sale of the ... (3 pages)View decision -
Decision Reference DRN-5137287
7 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5137287 The complaint Mr H complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says was lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-4827837
14 Oct 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4827837 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited (BMWFS) delayed the delivery of a car supplied under a hire agreement but did not amend the contract start date. What happened In September 2023 Mr P entered into a hire agreement with BMWFS for a new car... (3 pages)View decision -
Decision Reference DRN-2652452
15 Mar 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2652452 The complaint Mrs Y complains that National Savings and Investments didn’t register her for telephone and online services for her account when she completed the relevant documentation and also for poor customer service. What happened As National Savings and Investments (NS&... (3 pages)View decision -
Decision Reference DRN7768914
24 Jul 2017 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr S has complained that AXA Insurance UK Plc’s service to him was poor when he made a claim under his car insurance policy.background Mr S was involved in an incident with a motorbike in January 2016. He complained to his insurer, AXA about the following: The a... (3 pages)View decision -
Decision Reference DRN8633109
22 Jun 2016 National Westminster Bank Plc Not upheldBanking and creditMiss W has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2010. She paid a monthly fee for the account which included a number of benefits.Miss W has used a Claims Management Company (“CMC”) to... (3 pages)View decision -
Decision Reference DRN-5345210
20 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5345210 The complaint Mr and Mrs B complain about West Bay Insurance Plc’s (“West Bay”) handling of their claim, which resulted in delays due to lost evidence and poor communication, under Mrs B’s motor insurance policy. I’ll refer to Mrs B in my decision. What happened Mrs B was in... (3 pages)View decision
