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-5361946
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5361946 The complaint Mr F complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest)’s decision not to uphold his dispute about the purchase of a car. What happened Mr F purchased a car in November 2023 from a merchant (who I’ll refer to as ‘C’ throughout this decis... (3 pages)View decision -
Decision Reference DRN4830598
19 Sep 2016 Paymentsense Limited UpheldBanking and creditMr and Mrs D complain that Paymentsense Limited has unfairly refused to pay the cancellation charges incurred with their previous merchant services provider.backgroundMr and Mrs D moved their merchant services arrangements from their old provider to Paymentsense. They s... (3 pages)View decision -
Decision Reference DRN-5223995
24 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5223995 The complaint Mr D complained that West Bay Insurance Plc trading as Zenith Insurance cancelled his motorcycle insurance policy. What happened Mr D took out a policy with West Bay in 2024 via an online insurance market comparison site. But when Mr D sent in his motorbike’s ... (3 pages)View decision -
Decision Reference DRN6997024
23 Jun 2016 Lloyds Bank PLC UpheldBanking and creditMs S has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her a Gold packaged bank account in 2011. Ms S has used a Claims Management Company (“CMC”) to bring this complaint to us.backgroundMs S also initially complained about the sale of a Silver account that took... (3 pages)View decision -
Decision Reference DRN4673539
31 Dec 2018 Pendragon Finance and Insurance Services Limited UpheldBanking and creditMrs W complains that she was mis-sold a finance agreement by Pendragon Finance and Insurance Services Limited. backgroundIn October 2017 Mrs W was supplied with a car and entered into a hire purchase agreement with Pendragon Finance.Mrs W says that she made the sales... (3 pages)View decision -
Decision Reference DRN7146159
9 May 2013 E Insurance Services Ltd UpheldInsurance (excluding PPI)This complaint concerns eBike’s initial decision to reject a theft claim on Mr D’s motorcycle policy and the proposed settlement when it changed its mind. backgroundIn summary, Mr D’s claim was initially declined because eBike was not satisfied he had taken reasonable steps to safegu... (3 pages)View decision -
Decision Reference DRN6529737
19 Oct 2015 Intrinsic Mortgage Planning Ltd Not upheldBanking and creditMs F complains that Intrinsic Mortgage Planning Ltd didn’t check it could get her a mortgage later when advising her to take out a bridging loan. She wants compensation and a mortgage offer with a good rate of interest.backgroundMs F was selling two properties. Ms F ... (2 pages)View decision -
Decision Reference DRN8621487
12 Nov 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Through his representative Mr A complains that The Royal Bank of Scotland Plc (“RBS”) mis- sold him a regular premium payment protection insurance (“PPI”) policy when he took out a Mint credit card in 2004. backgroundAs RBS did not uphold Mr A’s complaint he referred it to this servic... (3 pages)View decision -
Decision Reference DRN3672439
2 Dec 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr R complains that Gefion Insurance A/S didn’t pay him fully after he made a claim on his commercial motor vehicle insurance policy and his van was written-off. It later voided the policy. Mr R also says it didn’t ensure the DVLA’s records were changed. Any reference to Gefion in this dec... (2 pages)View decision -
Decision Reference DRN5070403
4 Sep 2019 Blue Motor Finance Ltd Not upheldBanking and creditMrs M and Mr K complain that the vehicle they acquired on a hire purchase agreement financed by Blue Motor Finance Ltd was not of satisfactory quality. They want to end the agreement and reject the vehicle.backgroundAs Mrs M has been the main correspondent, for ease of reading, I’ll mostly... (3 pages)View decision