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-2361317
20 May 2021 Lloyds Bank PLC Not upheldInsuranceDRN-2361317 Complaint Mr M says Lloyds Bank UK PLC mis-sold him a payment protection insurance (“PPI”) policy. The policy covered him for accident, sickness, unemployment and life. Background Mr M bought the policy during a meeting in 1997. The PPI was taken out at the same time as a credi... (3 pages)View decision -
Decision Reference DRN6708301
10 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr R has complained that Lloyds Bank PLC (“Lloyds”) mis-sold him a Platinum packaged bank account in 2009. backgroundWhen it investigated Mr R’s complaint, Lloyds accepted that it had unfairly recommended the Platinum account to Mr R. And it agreed to pay back the di... (3 pages)View decision -
Decision Reference DRN-5425492
27 Mar 2025 Farley & Thompson UpheldInvestmentsDRN-5425492 The complaint Mrs D complains about Farley & Thompson (“F&T”) in relation to its management of her portfolio. In summary, she says she is unhappy about the following: • The performance of her investments since investing with F&T in 2019. • The costs and charges... (13 pages)View decision -
Decision Reference DRN4554583
6 Aug 2019 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with the cover Ageas Insurance Limited provided him with under his motor insurance policy. backgroundOn 18 September 2018, Mr S was involved in an incident with a third party, which he reported the same day. In summary, he said: The third party in front pulled onto the ro... (3 pages)View decision -
Decision Reference DRN5320019
10 Aug 2016 Bank of Scotland Plc Not upheldBanking and creditMiss F has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to her in 2009. backgroundOne of our adjudicators has looked into Miss F’s complaint already and she didn’t think that Halif... (3 pages)View decision -
Decision Reference DRN1380053
24 Apr 2019 BMW Financial Services (GB) Limited UpheldBanking and creditMr P complains that BMW Financial Services (GB) Limited (BMWFS) refused to let him reject a car.backgroundIn June 2018 Mr P bought a new car at a cost of some £68,000 which was part funded by a hire purchase agreement. When it was taken back for its 1,200 mile servic... (3 pages)View decision -
Decision Reference DRN6826407
25 Jul 2014 MBNA Limited Not upheldBanking and creditMr D says that a supplier misrepresented and breached a contract to purchase land. He brings his claim against MBNA Limited under section 75 of the Consumer Credit Act 1974.backgroundMr D bought a plot of land and paid the deposit using his MBNA credit card. Mr D complained to MBNA abou... (3 pages)View decision -
Decision Reference DRN-3995544
29 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3995544 The complaint Mrs V complains about Barclays Bank UK PLC trading as Barclaycard. She says that Barclays didn’t do enough to protect her from becoming the victim of a scam and would like Barclays to refund her the money she has lost. What happened In 2021, Mrs V was looking onli... (3 pages)View decision -
Decision Reference DRN-4218876
3 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4218876 The complaint Miss G complains that Haven Insurance Company Limited avoided her car insurance policy and refused to pay her claim. What happened Miss G took out a car insurance policy with Haven through a price comparison site. When her car was stolen, she made a claim on her p... (3 pages)View decision -
Decision Reference DRN-3844719
26 Jan 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-3844719 The complaint Mr K says AXA Insurance UK Plc didn’t pay him enough when he made a claim after his car was written-off. He says it also provided poor service in general. What happened Mr K’s car was damaged by an unknown driver whilst it was parked and unattended. When the car w... (3 pages)View decision