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 DRN-2553591
2 Sep 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2553591 The complaint Mr and Mrs H have complained that Barclays Bank UK PLC (“Barclays”) mis-sold them a number of packaged bank accounts and add on packs. Their account history is as follows: Fee-free Current account taken out in August 1988 Upgraded to a fee-paying Additions accou... (3 pages)View decision -
Decision Reference DRN-4337556
6 Dec 2023 Ageas Insurance Limited Not upheldInsuranceDRN-4337556 The complaint Mr D complains about how his insurer, Ageas Insurance Limited (Ageas), handled a claim under his motor insurance policy for the theft of his scooter. Any reference to Ageas in this decision includes their agents. What happened Mr D had a motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN-3959786
10 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3959786 The complaint Mrs B, whose daughter is acting on her behalf under a power of attorney (POA) and who has brought this complaint on her mother’s behalf, complains that National Westminster Bank Plc (NatWest) have made it difficult for her daughter to manage her account. What happ... (3 pages)View decision -
Decision Reference DRN-5796852
29 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5796852 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (“LV”) said he’d misrepresented his details when applying for his car insurance, so it avoided his policy (cancelled back to the start) and wouldn’t pay his claim. What happened Mr K bought a car ... (3 pages)View decision -
Decision Reference DRN-5700826
18 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5700826 The complaint Mr L complains about how Admiral Insurance (Gibraltar) Limited handled a claim on his car insurance policy. What happened Mr L’s car unfortunately suffered flood damage in September 2024. He called Admiral to raise a claim. Admiral completed a desk top assessme... (4 pages)View decision -
Decision Reference DRN-5835708
26 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5835708 The complaint Mr G complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, made by a premium-brand car-maker and first registered in ... (4 pages)View decision -
Decision Reference DRN3900099
2 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMr S has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Premier Life packaged bank account in 2009. backgroundMr S also took out other packaged bank accounts with Barclays. But he’s only complaining about the sale of the Premier Life account. So thi... (3 pages)View decision -
Decision Reference DRN-4032861
18 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4032861 The complaint Mr P and Mr G complain that Advantage Insurance Company Limited mishandled a claim on a motor insurance policy. What happened Mr P or his mother had a small hatchback car, first registered in about 2018. For the year from mid-August 2021, Mr P had the car insured ... (4 pages)View decision -
Decision Reference DRN5778593
3 Dec 2015 HSBC Bank plc UpheldBanking and creditMr and Mrs C are unhappy that HSBC Bank Plc has recorded adverse credit information against them.backgroundMr and Mrs C were business and personal banking customers of HSBC. Unfortunately they experienced some financial difficulty during the recession and HSBC called in i... (4 pages)View decision -
Decision Reference DRN-3910588
5 Mar 2023 Ageas Insurance Limited Not upheldInsuranceDRN-3910588 The complaint Mr E complains that Ageas Insurance Limited mis-recorded a claim on his motorcycle insurance policy. Part of this complaint concerns the actions of an engineer. In my decision, acts or omissions of the engineer may be referred to as acts or omissions of Ageas, ins... (4 pages)View decision
