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-3809101
23 Nov 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3809101 The complaint Mr F complains that Mulsanne Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to Mulsanne, I refer to the above-named insurance company and I include intermediaries and others insofar as I hold Mulsanne responsible for thei... (4 pages)View decision -
Decision Reference DRN-4942121
20 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4942121 The complaint Mr and Mrs D complain that Nationwide Building Society (“Nationwide”) won’t refund them the money they lost to what they believe was a scam. Mr and Mrs D bring their complaint with the assistance of professional representation, but for readability, in what fol... (3 pages)View decision -
Decision Reference DRN-4205088
1 Aug 2023 Leeds Building Society Not upheldMortgagesDRN-4205088 The complaint Mrs D complains that Leeds Building Society didn’t send the original property title deeds to her upon the redemption of her mortgage. What happened Mrs D had a mortgage with Leeds Building Society between 2009 and 2022. When Mrs D redeemed this mortgage in October... (3 pages)View decision -
Decision Reference DRN-4198897
20 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4198897 The complaint Ms P complains that Hastings Insurance Services Limited (“Hastings”) sent her car insurance policy renewal information to a third party. What happened Ms P moved address in 2021 and reported this to Hastings so they could update their records. Ms P says, in 2022, ... (3 pages)View decision -
Decision Reference DRN9836797
6 Feb 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs C complain AXA Insurance UK Plc gave them incorrect information about their policy excess when they made two claims on their home insurance policy. They say they suffered a loss because of this.backgroundMrs C contacted AXA about two separate incidents which had caused water dam... (3 pages)View decision -
Decision Reference DRN3621595
2 Jun 2015 Erudio Student Loans Limited UpheldBanking and creditMr M complains that Erudio Student Loans Limited has declined to process his request to defer his loan repayments.Further he complains it acted inappropriately in seeking to recover the debt from him.He also considers it failed to provide the level of customer serv... (3 pages)View decision -
Decision Reference DRN4994820
27 Feb 2019 Close Brothers Limited Not upheldBanking and creditMr S complains about a default that Close Brothers Limited has registered on his credit file, and the fact it has ended his finance agreement. Mr S is assisted in his complaint by a legal representative. backgroundMr S entered into a hire purchase agreement in March... (3 pages)View decision -
Decision Reference DRN-5445962
15 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5445962 The complaint Mr P complains Fortegra Europe Insurance Company Ltd (“Fortegra”) unfairly declined his claim and voided his caravan insurance policy. All references to Fortegra include its agents. What happened Around March 2024, Mr P says he bought a used caravan from a deal... (3 pages)View decision -
Decision Reference DRN-1780154
25 Jun 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr D complains that Barclays Bank PLC closed his account without notice and recorded a CIFAS marker against his name. CIFAS is one of the UK's fraud alert services. What happened Mr D opened a Young Person’s current account with Barclays in February 2017 and was issued w... (3 pages)View decision -
Decision Reference DRN-3874866
25 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3874866 The complaint Ms W complains Lloyds Bank PLC (“Lloyds”) refused to accept her attorney’s authority to act on her account until an Enduring Power of Attorney (“EPA”) was registered with the Office of the Public Guardian (“OPG”). Ms W is assisted in bringing this case by her Atto... (3 pages)View decision
