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
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Decision Reference DRN6463526
14 Dec 2015 Clydesdale Bank Plc Not upheldBanking and creditMiss B has complained that Clydesdale Bank Plc (“Clydesdale”) mis-sold her a packaged bank account. She has brought her complaint to us through a claims management company (“CMC”).backgroundClydesdale has told us Miss B upgraded from a fee-free account to a Signature ... (3 pages)View decision -
Decision Reference DRN0611336
8 Apr 2014 Lloyds Bank PLC Not upheldBanking and creditMr G complains he was mis-sold a packaged bank account by Lloyds Bank PLC in March 1997 because he was told he had to have it and none of the benefits have been of use to him. He also complains that when he asked about downgrading he was incorrectly told he would lose his overdraft if h... (2 pages)View decision -
Decision Reference DRN-2864660
24 Nov 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2864660 The complaint Mr L complains that Starling Bank Limited failed to refund a transaction he didn’t recognise that was made from his account. What happened Mr L noticed an overdraft was outstanding on his Starling account after checking his credit report. He approached Starling ab... (2 pages)View decision -
Decision Reference DRN2325347
19 Jul 2019 Tesco Personal Finance PLC Not upheldInsurance (excluding PPI)Mr J complains about the way Tesco Personal Finance PLC arranged and administered his car insurance policy. backgroundMr J renewed his car insurance policy through Tesco in early September 2018. On 29 October 2018 he called Tesco about cancelling the policy because Tesco didn’t provide cov... (3 pages)View decision -
Decision Reference DRN-3599797
11 Aug 2022 Skyfire Insurance Company Limited Not upheldInsuranceDRN-3599797 The complaint Mr B has complained about his car insurer Skyfire Insurance Company Limited because it has declined his claim for his stolen car. What happened Mr B found his car was missing on 12 January 2021. When he spoke to Skyfire he told it he had last used the car on a rou... (2 pages)View decision -
Decision Reference DRN-5425360
15 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5425360 The complaint Mr H would like Phoenix Life Limited trading as Standard Life (‘Standard Life’) to make a payment to him to reflect the time it took for them to transfer his pension away from it. What happened Mr H had a personal pension with Standard Life. Standard Life rece... (3 pages)View decision -
Decision Reference DRN-4721295
23 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4721295 The complaint Ms T is complaining about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim she made on her car insurance policy. What happened In December 2022 Ms T’s car was driven into whilst parked and unattended, so she contacted Admir... (3 pages)View decision -
Decision Reference DRN4732693
28 Jan 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr B made a claim under his motor policy as his car caught fire when he was driving on a motorway. He has complained that Zenith Insurance plc wrote off his car without notifying him and he did not discover this until he tried to part exchange his car, a year later.backgroundMr B’s car... (2 pages)View decision -
Decision Reference DRN-4572336
15 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4572336 The complaint Mr B complained because Santander UK Plc refused to refund him for a transaction he said he didn’t make. What happened On 5 July 2023, an internet payment for £132 debited Mr B’s Santander account. The payment was made using a mobile payment service. There were al... (3 pages)View decision -
Decision Reference DRN-2836048
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836048 The complaint Mr D complains that NewDay Ltd trading as Marbles (Marbles) registered a default against him in July 2020 – when it should’ve been registered in 2018. What happened Mr D had a Marbles credit card with a limit of £2,200. In 2017, he was struggling to pay his debts.... (3 pages)View decision