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 DRN2204740
29 Jan 2015 Friends Life Limited Not upheldInsurance (excluding PPI)summary of complaintMrs B has complained about Friends Life Limited’s offer of settlement, after it identified that her life and critical illness policy could not be renewed for a full ten year term. background to complaintMrs B’s policy started in April 2003 with a benefit limit of £... (3 pages)View decision -
Decision Reference DRN-4958448
21 Aug 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4958448 The complaint Mr G is unhappy with the service provided by Sabre Company Europe Limited (Sabre) after refusing to pay his claim, and cancelling his motorbike insurance policy. What happened Mr G took out motorbike insurance with Sabre. At the time of application Mr G declar... (3 pages)View decision -
Decision Reference DRN-4642170
3 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4642170 The complaint Mr O complains that Metro Bank PLC won’t reimburse him after he fell victim to a scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in March 2023, M... (3 pages)View decision -
Decision Reference DRN3239515
10 Sep 2013 HSBC Bank plc UpheldBanking and creditMr J complains about the withdrawal of his overdraft facility on one of his current accounts by HSBC Bank plc. When he then closed the account, he says HSBC agreed to clear the small overdrawn balance on the account and not to treat it as having defaulted. But he complains the bank ... (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 -
Decision Reference DRN0778745
4 Apr 2016 London General Insurance Company Limited Not upheldPayment protection insurance (PPI)Mr H complains that he was mis-sold a payment protection insurance (PPI) policy, when he bought a car.London General Insurance Company Limited (LGI), the insurer, didn’t actually sell the policy to him, but has accepted responsibility for the sale and so for this compl... (3 pages)View decision -
Decision Reference DRN1474505
9 Nov 2020 Covea Insurance plc UpheldInsurance (excluding PPI)Mr M has complained about Covea Insurance plc’s actions in cancelling his motor insurance policy. Reference to Covea includes its agents. background Mr M bought a policy from Covea. A friend used their card to pay for it on Mr M’s behalf. Some months later police stopped Mr M while he was ... (3 pages)View decision -
Decision Reference DRN9330392
6 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMs F has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2004.backgroundOne of our adjudicators has looked into Ms F’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision -
Decision Reference DRN-5295755
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5295755 The complaint Miss C complains Lloyds Bank PLC won’t refund transactions made from her account she says she didn’t make or authorise. Miss C is represented, but as it’s her complaint I’ll refer mostly to her. What happened On 30 and 31 May 2024, several online transactions... (3 pages)View decision -
Decision Reference DRN-2765343
13 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2765343 Complaint Mr M says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. Background Mr M bought the policy in 2000 at the same time as taking out a credit card. Our adjudicator didn’t uphold the complaint. Mr M disagreed with the ad... (3 pages)View decision