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 4777 results
-
Decision Reference DRN-4450308
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4450308 The complaint Mr H complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent him losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In... (3 pages)View decision -
Decision Reference DRN-4077191
5 May 2023 West Bay Insurance Plc Not upheldInsuranceDRN-4077191 The complaint Mr L has complained about the amount West Bay Insurance Plc paid in settlement of a claim he made under his commercial motor insurance (van) policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (3 pages)View decision -
Decision Reference DRN-5834767
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5834767 The complaint Mr G complains about the settlement that Advantage Insurance Company Limited offered him following the total loss of his car after it had made a deduction for a total loss marker. He wants it to pay him a fair settlement and compensation. What happened Mr G’s ... (3 pages)View decision -
Decision Reference DRN-4291887
5 Sep 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4291887 The complaint Mr and Mrs R are unhappy with the way Astrenska Insurance Limited trading as Collinson Insurance handled their claim. What happened Mr and Mrs R planned a road trip across Europe for Mr R’s birthday. They’d planned the trip, which took place in July 2022, and incl... (2 pages)View decision -
Decision Reference DRN-3843074
22 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3843074 The complaint Mr W has complained that Barclays Bank UK Plc (“Barclays”) changed his fee-paying Additions account to a fee-free current account but with a fee-paying Tech Pack added without his consent, in January 2017. Mr W says he never made a claim under the policy, nor regi... (2 pages)View decision -
Decision Reference DRN9305779
10 Dec 2015 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr K complains about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A’s (“Mapfre”) service under his home emergency policy.backgroundMr K had various problems with his boiler from February 2015 to March 2015. Each time he called Mapfre to report ... (3 pages)View decision -
Decision Reference DRN-1655789
7 Aug 2020 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-1655789The complaintMrs D complains about the quality of a car she has been financing through an agreement with FCA Automotive Services UK Ltd (“FCA”), trading as Fiat Financial Services. What happenedThe details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN5436166
2 May 2017 Barclays Bank Plc Not upheldBanking and creditMiss K and Mr R have complained that Barclays Bank Plc “Barclays” mis-sold them aPremier Life account in 2009.backgroundI sent Miss K and Mr R and Barclays a provisional decision on 23 March 2017 to explain why I didn’t think Miss K and Mr R’s complaint should be ... (2 pages)View decision -
Decision Reference DRN-3598132
14 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3598132 Complaint Mr and Mrs C complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say were misrepresented to them by the supplier. Mr and Mrs C are r... (7 pages)View decision -
Decision Reference DRN-4059404
31 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4059404 The complaint Mr D and Miss D are unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) when purchasing car insurance. Mr D and Miss D are both parties to this complaint. Mr D has primarily dealt with this service. For ease of reference I have ref... (5 pages)View decision