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 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 DRN-4999827
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4999827 The complaint Mr R complains that Santander UK Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (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 -
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-5786147
24 Sep 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5786147 The complaint Mr K complains that RAC Financial Services Limited (“RAC”) mishandled his breakdown cover. What happened Mr K had a vehicle with a “64” registration number. Early in the morning of 22 February 2025, Mr K went online and, through RAC, he bought breakdown cover ... (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-5842531
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842531 The complaint Ms Z complains that Lloyds Bank PLC will not refund money she lost to a scam. Ms Z is represented by a firm, but for ease I have only referred to Ms Z in this decision. What happened The details of this complaint are well known to both parties so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-4704902
18 Apr 2024 Clear Score Technology Limited UpheldConsumer CreditDRN-4704902 The complaint Mr H complains that Clear Score Technology Limited trading as ClearScore didn’t conduct proper checks which then allowed an unauthorised third party to gain access to his credit file. What happened Mr H requested a credit report from a credit reference agency (CRA... (3 pages)View decision -
Decision Reference DRN-4109930
8 Jun 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4109930 The complaint Mr R is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim he made on his car insurance policy. What happened Mr R took out a car insurance policy with Admiral in March 2022. The policy booklet explained that in... (3 pages)View decision -
Decision Reference DRN0409389
12 Jan 2018 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss C has complained that Admiral Insurance Company Limited failed to return her personal belongings after she had an accident and made a claim on her motor insurance policy.backgroundMiss C was involved in a car accident and made a claim on her policy. She says sh... (3 pages)View decision