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 4755 results
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Decision Reference DRN-3226041
23 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3226041 The complaint Mr A is unhappy about the way that Barclays Bank UK PLC trading as Barclaycard (Barclays) dealt with his claim under section 75 of the Consumer Credit Act. Barclays did not uphold his claim and Mr A believes he has provided sufficient evidence to demonstrate his c... (3 pages)View decision -
Decision Reference DRN2305332
4 Aug 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in May 2004. Ms N says that The Royal Bank of Scotland Plc (trading as MINT at the time but hereafter referred to as “RBS”) mis-sold the policy.backgroundOur ad... (4 pages)View decision -
Decision Reference DRN-4634135
3 Oct 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4634135 The complaint Mr B complains about an invoice he received from Lex Autolease Ltd (“LAL”) and that payment in respect of it was collected from his bank account without his authority. What happened On 16 March 2022 Mr B entered into a hire agreement (“agreement”) with LAL for ... (4 pages)View decision -
Decision Reference DRN3807211
24 Jul 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in March 1999. Miss A says that Lloyds Bank PLC (“Lloyds”) mis-sold the policy.backgroundOur adjudicator concluded that the policy was not mis-sold and therefor... (4 pages)View decision -
Decision Reference DRN-4504256
11 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4504256 The complaint Ms W complains that One Insurance Limited (“One Insurance”) mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium-brand car- maker and first registered in 2018. Ms W acquired t... (4 pages)View decision -
Decision Reference DRN-3429812
11 May 2022 AWP P&C SA Not upheldInsuranceDRN-3429812 The complaint Mr A complains that AWP P&C SA (AWP) has declined a claim and avoided his motor warranty insurance policy after his vehicle suffered a catastrophic engine failure. What happened Mr A’s vehicle suffered a catastrophic engine failure. It ... (3 pages)View decision -
Decision Reference DRN-4919524
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4919524 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) recorded a default on his credit file, in relation to a car they had supplied to him under a hire purchase agreement. What happened In December 2018, Mr P was... (3 pages)View decision -
Decision Reference DRN-3657158
19 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3657158 The complaint Mr K and Miss P are unhappy esure Insurance Limited declined their claim made under their home insurance policy for water damage to their property. What happened I issued a provisional decision on this complaint on 3 August 2022 detailing my intention to partly up... (4 pages)View decision -
Decision Reference DRN-3648545
16 Sep 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3648545 The complaint Via her legal representative, Miss P complains that Bank of Scotland plc trading as Birmingham Midshires Mortgages (“Birmingham Midshires”) is trying to make her pay an Early Repayment Charge (ERC) despite the fact that it doesn’t have her signature on the mortgag... (3 pages)View decision -
Decision Reference DRN0408845
19 Dec 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance policy (‘PPI’) sold in conjunction with a credit card in 2000. Mr L says that the PPI policy was mis-sold by The Royal Bank of Scotland Plc (‘RBS’). In essence, his complaint is that the PPI policy was added without... (3 pages)View decision