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 DRN2444966
6 Feb 2020 Nationwide Building Society Not upheldBanking and creditMr and Mrs A complains an online transfer from his Nationwide Building Society (“Nationwide”) account didn’t go through using the card reader supplied by the society. background On 12 December 2018 Mr A wanted to transfer a sum of money online from the joint account he held with Mrs A. Th... (3 pages)View decision -
Decision Reference DRN-5220947
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5220947 The complaint Mr L complains that Revolut Ltd won’t reimburse money he lost as a result of a scam. What happened On 29 November 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to submit any further evidence and arguments befo... (5 pages)View decision -
Decision Reference DRN5772256
19 Jul 2016 Stokesley Motors Ltd UpheldPayment protection insurance (PPI)Mr C complains that Stokesley Motors Ltd (“Stokesley Motors”) mis-sold him a regular premium payment protection insurance (PPI) policy alongside a hire purchase agreement in relation to a car purchase.backgroundMr C was sold the PPI policy during a meeting in 2005. Our... (3 pages)View decision -
Decision Reference DRN2331160
17 Sep 2019 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs C are unhappy with the way that their home emergency claim was dealt with by Covea Insurance plc. The policy is a branded one sold through a retailer, and the claim was handled through a loss adjusting firm. For convenience I shall refer to Covea throughout.backgroundMr and Mrs ... (3 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 DRN5291504
11 Jun 2014 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs Q complain that Ageas Insurance Limited (successor to Groupama InsuranceCompany Limited) declined their claim under a motor insurance policy.backgroundMr and Mrs Q had a four-wheel drive pick-up fitted with bull bars. Mrs Q insured it through abroker acting as agent for Gro... (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 DRN-2651116
25 Mar 2021 Barclays Bank UK PLC Not upheldInvestmentsDRN-2651116 The complaint Mr C complains that Barclays Bank UK PLC failed to provide him with full information when he invested in a corporate bond issue through its nominee service. He says that if he’d been made aware that he’d have no contract with the bond issuer – meaning he couldn’t ... (3 pages)View decision -
Decision Reference DRN-5175829
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5175829 The complaint Mr L has complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). What happened SCF supplied Mr L with a used car on a conditional sale agreement in April 2024. The cash price of th... (3 pages)View decision -
Decision Reference DRN9354334
1 Dec 2015 Derbyshire Home Loans Ltd UpheldBanking and creditMrs M complains that Derbyshire Home Loans Ltd (‘DHL’) has acted unfairly over its repossessing her property.background Mrs M has a mortgage with DHL, which since 2004 was previously with another lender (SPPL). The account first fell into arrears in 2007. DHL started ... (3 pages)View decision