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-4545548
29 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4545548 The complaint Mrs E complains that Barclays Bank UK PLC (Barclays) won’t refund money she paid to a company in 2016. What happened Mrs E is represented by her son, who holds a Lasting Power of Attorney (LPA) over her financial affairs. As it is he who contacted Barclays and thi... (4 pages)View decision -
Decision Reference DRN-3390601
31 Mar 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3390601 The complaint Mr U has complained that Admiral Insurance Company Limited settled two claims against him from third parties under his motor insurance policy without properly investigating them and after he’d said he was not involved. What happened Admiral received a claim agains... (3 pages)View decision -
Decision Reference DRN-5470882
15 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5470882 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In October 2024 Mr C bought a car in a private sale for £7,500. He insured it with Admiral. Around two months later Mr C was in an accident. Admi... (3 pages)View decision -
Decision Reference DRN-2327993
9 Nov 2020 Lex Autolease Ltd Not upheldConsumer CreditDRN-2327993 The complaint Mr B is unhappy that Lex Autolease Ltd have invoiced him to pay an MOT penalty and associated costs. What happened Mr B took out a regulated consumer hire agreement for a car with Lex Autolease in January 2017. This was arranged by a broker. In December 2019, Mr B... (3 pages)View decision -
Decision Reference DRN9799452
27 Apr 2020 TTR PT Limited UpheldBanking and creditMr M complains about a course he bought on finance with TTR PT Limited (TTR). backgroundIn February 2019, Mr M bought a training course from TTR using a fixed sum loan agreement. TTR provided both the course and the finance for it. A few days later, Mr M entered the training portal and qu... (3 pages)View decision -
Decision Reference DRN-4365475
3 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4365475 The complaint Mrs S is unhappy that Barclays Bank UK PLC hasn’t refunded her after she informed it she’d been the victim of a scam. What happened Mrs S needed the services of a roofer and searched online for suitable suppliers. She was contacted by a Mr H who owned and operate... (3 pages)View decision -
Decision Reference DRN-5827585
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827585 The complaint Ms G, who is represented, complains that Barclays Bank UK PLC won’t reimburse her a loss she suffered after she says she was victim to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly bel... (3 pages)View decision -
Decision Reference DRN-2194097
15 Feb 2021 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-2194097 The complaint Mr G complains that Hitachi Capital (UK) Plc refused to cover the costs to repair a faulty car. What happened In December 2018 Mr G acquired a second-hand car costing £10,190 funded by a fixed loan agreement. The car was some three years old and had covered 34,829... (3 pages)View decision -
Decision Reference DRN-3238207
26 Jan 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3238207 The complaint Mrs A took out a motor insurance policy provided by Tesco Underwriting Limited in 2021. She’s represented by her husband, Mr A, who says Tesco misled her in relation to a hire car. What happened Mrs A’s car was damaged whilst it was parked and unattended. Another ... (3 pages)View decision -
Decision Reference DRN-4050919
28 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4050919 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) wouldn’t accept a Power of Attorney on her mother’s account. What happened In January 2022, Mrs D made an appointment at a branch of Barclays to enquire about setting up a Power of Attorney (PoA) on her mother’s... (3 pages)View decision