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-5560111
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5560111 The complaint Mr A complains about the response from Bank of Scotland plc, trading as Halifax, to a claim that he made to it under section 75 of the Consumer Credit Act 1974. What happened Mr A bought a car from a dealer in September 2024. The price of the car was £21,372 an... (3 pages)View decision -
Decision Reference DRN-5975121
27 Nov 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5975121 The complaint Mrs S has complained about the quality of a car provided on finance by Marsh Finance & Commercial Ltd. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Marsh supplied Mrs... (7 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 DRN1607498
13 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMiss B has complained that Barclays Bank Plc (“Barclays”) mis-sold her an Additions Active packaged bank account in 2010. backgroundOne of our adjudicators has looked into Miss B’s complaint already. He didn’t think that Barclays mis-sold the packaged account. Miss B ... (3 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-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-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-3414585
14 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3414585 The complaint Mr W has complained that Admiral Insurance Company Limited (Admiral) undervalued his vehicle following a total loss settlement claim he made on his motor insurance policy. What happened Mr W was involved in an accident and he submitted a clai... (3 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 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