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-5745990
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5745990 The complaint Miss D complains that Santander UK Plc (“Santander”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties and has been laid out in detail by our Investigator in their vie... (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 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-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 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 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 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-5952964
13 Feb 2026 Equals Money UK Limited Not upheldBanking and PaymentsDRN-5952964 The complaint A company, which I will refer to as H, complains that Equals Money UK Limited, trading as Card One Money, closed its account and won’t reimburse funds it lost to fraud. Miss R, who is a director of H, brings the complaint on H’s behalf. What happened As the cir... (4 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