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-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-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 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-5554312
4 Jun 2025 Plus500UK Ltd Not upheldInvestmentsThe complaint Mr S has complained that Plus500UK Ltd (‘Plus500’) unjustly closed his trading account which he says caused him to suffer a significant financial loss of around £180,000. Mr S’ already poor health suffered as a result, and he believes Plus500 failed to adhere to the regulator... (11 pages)View decision -
Decision Reference DRN8937457
4 Apr 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that Aviva Insurance Limited cancelled his motor insurance policy from the start (voided it) without telling him. He wants it to rectify his situation or refund his premium.backgroundAviva said it voided Mr U’s policy because it thought he had misrepr... (3 pages)View decision -
Decision Reference DRN-2457688
11 May 2021 MCE Insurance Company Limited Not upheldInsuranceDRN-2457688 The complaint Mr H is unhappy with the way MCE Insurance Company Limited handled a claim from a third party representative (TPR) under his motorcycle insurance policy. What happened MCE received a claim from a TPR in December 2018 about an alleged incident involving Mr H’s moto... (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 DRN1850126
2 May 2018 Loan.Co.UK Limited Not upheldBanking and creditMiss T complains that Loan.co.UK Ltd (“LCU”) didn’t treat her fairly or reasonably when dealing with her application for a second mortgage. She wants matters put right.backgroundMiss T wanted to buy a piece of land, the price of which was lowered as the seller wanted ... (3 pages)View decision -
Decision Reference DRN-5735830
15 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5735830 The complaint Mr H complains that Alwyn Insurance Company Limited unfairly declined a claim and cancelled his motor insurance policy. Mr H’s policy was sold and is administered by a third-party company on Alwyn’s behalf and his correspondence has been with this company. Howe... (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