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 4563 results
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Decision Reference DRN-5625451
31 Jul 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5625451 The complaint Mr A complains about Mulsanne Insurance Company Limited (Mulsanne) declining a claim under his motor insurance policy for the theft of his vehicle. Any reference to Mulsanne in this decision includes their agents. Mr A was supported by a representative when b... (3 pages)View decision -
Decision Reference DRN0770401
30 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclays Bank PLC, trading as Barclaycard, and its predecessor, should have registered defaults in relation to his credit card accounts in 2009 and treated him unfairly in not doing so.backgroundIn 2009, Mr L entered into a debt management programme and paid redu... (3 pages)View decision -
Decision Reference DRN7872267
3 Oct 2016 Bank of Scotland Plc Not upheldBanking and creditMr C has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne of our adjudicators has looked into Mr C’s complaint already and he didn’t think that Halifax had... (3 pages)View decision -
Decision Reference DRN3576953
8 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc (NatWest) mis-sold him an Advantage Gold packaged account in 2010. He also says that he was forced to keep it when he tried to downgrade his account.backgroundNatWest didn’t uphold Mr B’s complaint so he brought it to ... (3 pages)View decision -
Decision Reference DRN-5285500
8 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5285500 The complaint Mr P complains LeasePlan UK Limited (LeasePlan) mis-sold a car hire agreement because it did not explain the standard manufacturer’s warranty would not last the duration of the hire agreement. What happened Mr P entered into a hire agreement with LeasePlan in ... (3 pages)View decision -
Decision Reference DRN4207781
9 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMrs H has complained that Lloyds Bank PLC mis-sold a Select packaged bank account to her in 2006. She paid a monthly fee for the account, which offered a number of benefits in return.Mrs H has used a claims management company (CMC) to bring her complaint to us. ba... (3 pages)View decision -
Decision Reference DRN1873008
5 Apr 2018 Squareup Europe Ltd Not upheldBanking and creditI, a trade association, has complained Squareup Europe Ltd, closed their account and retained their money.backgroundI entered into an agreement with Squareup in 2017 where Squareup provided them with merchant acquiring services. After I had processed more than a week’s pa... (3 pages)View decision -
Decision Reference DRN-5350783
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5350783 The complaint Mr L complains about the service he has received from Barclays Bank UK PLC (“Barclays”) following opening an account with it. In particular he is unhappy with the amount of unsolicited emails he’s been sent and that Barclays failed to tell him it takes up to 8 ... (3 pages)View decision -
Decision Reference DRN-3986695
10 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3986695 The complaint Ms H complains that Barclays Bank UK PLC told her incorrect information which led to her incurring legal costs. What happened Ms H contacted Barclays and asked if it was possible that her ex-husband, who had been abusive and controlling, could have gained access t... (3 pages)View decision -
Decision Reference DRN0046871
7 Aug 2017 Santander Consumer (UK) Plc UpheldBanking and creditMr G complains that he was mis-sold car finance provided by Santander Consumer (UK) plc.backgroundThe background to this complaint is set out in my provisional decision, a copy of which is attached. I concluded that Mr G didn’t have the right to voluntarily terminate ... (4 pages)View decision
