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 DRN8444812
15 May 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs W and the estate of her late husband complain that HSBC Bank Plc declined to raise a chargeback dispute about a number of debit card payments they made to some timeshare companies.backgroundMr W made a number of payments to different timeshare companies betw... (3 pages)View decision -
Decision Reference DRN-3716108
6 Jan 2023 Black Horse Limited Not upheldConsumer CreditDRN-3716108 The complaint Mrs B complains about the quality of a used car that was supplied through a hire purchase agreement with Black Horse Limited (BHL). What happened In December 2017, Mrs B acquired a used car through a hire purchase agreement from BHL. The car was registered in Sept... (3 pages)View decision -
Decision Reference DRN1762439
7 Mar 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that U K Insurance Limited voided his motor insurance policy when he didn’t provide information it had asked him for.backgroundMr S has insured his car with UKI for several years, though each year he takes out a new policy online rather than renewing ... (3 pages)View decision -
Decision Reference DRN4588912
29 Sep 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C and Miss M complain about problems they’ve experienced with a used car they bought with finance from Volkswagen Financial Services (UK) Limited.backgroundMr C and Miss M complained to VFS about the problems they were experiencing with their car. And, being unhapp... (4 pages)View decision -
Decision Reference DRN-5643572
27 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643572 The complaint Mr N complains that The Royal bank of Scotland plc (RBS) hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send fun... (3 pages)View decision -
Decision Reference DRN-2956105
4 Aug 2021 Haven Insurance Company Limited Not upheldInsuranceDRN-2956105 The complaint Mr A complains Haven Insurance Company Limited unfairly refused to settle his commercial motor insurance claim. What happened In October 2019 Mr A made a claim on his Haven commercial motor insurance policy. He had a collision with a third party whilst driving a v... (3 pages)View decision -
Decision Reference DRN2815070
29 Oct 2013 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr A and Mr B have complained that following a claim under their motor insurance policy with Admiral Insurance Company Limited, there were a number of problems with the repairs process. backgroundMr A and Mr B’s car was stolen towards the end of July 2011 and was recovered shortly aft... (3 pages)View decision -
Decision Reference DRN-5608524
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5608524 The complaint Mr M and Mrs A complained because Barclays Bank UK PLC refused to refund them for payments which they said they hadn’t authorised. What happened On 21 June 2024, Mr M contacted Barclays. There had been three Barclays Mobile Banking (BMB) payments on his and hi... (3 pages)View decision -
Decision Reference DRN-4255948
31 Oct 2023 Tesco Underwriting Limited Not upheldInsuranceDRN-4255948 The complaint Mrs L complained about Tesco Underwriting Limited’s service when she claimed under her motor insurance policy. What happened Mrs L’s car was damaged when another car crashed into it and the other driver( the third party) failed to stop. Tesco declared that her car... (3 pages)View decision -
Decision Reference DRN2001737
27 Jul 2016 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold him a Silver packaged bank account in 2010. Mr P has used a Claims Management Company (“CMC”) to bring his complaint to us.backgroundTwo of our adjudicators have looked into Mr P’s complaint already and th... (3 pages)View decision
