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 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 DRN5318175
18 Dec 2018 Santander UK Plc Not upheldBanking and creditC, a limited company, complains that Santander UK Plc (Santander) failed to action a request to add an account holder onto C’s business account. And this has caused problems for C.Miss L brings C’s complaint to our service. backgroundIn May 2018, Miss L called Santande... (3 pages)View decision -
Decision Reference DRN0649011
10 Aug 2016 Lloyds Bank PLC Not upheldBanking and creditMrs B has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her a Silver packaged bank account in 2008. Mrs B is being helped with her complaint by her son Mr B.backgroundOne of our adjudicators has looked into Mrs B’s complaint already and he didn’t think that Lloyd... (3 pages)View decision -
Decision Reference DRN1075308
6 Aug 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Ms E has complained that Liverpool Victoria Insurance Company Limited retained her car following a claim under her motor insurance policy.The circumstances of this complaint are set out in my provisional decision issued in May 2015 as outlined below: ‘backgroundMs E’s ... (3 pages)View decision -
Decision Reference DRN-5185207
3 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5185207 The complaint Mr P complains that Wise Payments Limited (Wise) won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and... (3 pages)View decision -
Decision Reference DRN5800037
2 Apr 2020 Valour Finance Limited UpheldBanking and creditMr W says Valour Finance Limited – trading as Savvy.co.uk (“Savvy”) - irresponsibly lent to him.backgroundThis complaint is about one instalment loan Savvy provided to Mr W in August 2015. The loan was for £650 and repayable over 12 months. The monthly repayments were for £108.37. Mr W’s ... (3 pages)View decision -
Decision Reference DRN5936693
12 Dec 2018 Nationwide Building Society UpheldBanking and creditMr and Mrs S have complained that Nationwide Building Society (“Nationwide”) changed their account type without their knowledge, which meant they lost the travel insurance that had previously been included with their account.backgroundMr and Mrs S held a Flex Account ... (3 pages)View decision -
Decision Reference DRN-6139224
11 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6139224 The complaint Mr C complains that Starling Bank Limited failed to protect him as a vulnerable customer when it was clear from his account activity that he was in serious financial and emotional difficulty due to gambling. What happened Mr C says that between January and Dece... (3 pages)View decision -
Decision Reference DRN-2817739
13 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2817739 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