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 DRN0704436
14 Mar 2019 Barclays Bank UK PLC Not upheldBanking and creditMr P has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Barclays “Tech Pack” account add-on in 2015. He paid a monthly fee for the Tech Pack which provided several benefits in return.backgroundIn November 2015 Mr P called Barclays to enquire about ... (3 pages)View decision -
Decision Reference DRN-3591612
12 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3591612 The complaint Ms F has complained that PayPal (Europe) Sarl et Cie SCA won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2020, Ms F lived with her partner at the time. She explained that he subjected her to financial abuse. He took out ... (4 pages)View decision -
Decision Reference DRN-4782973
16 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4782973 The complaint Mr J1, represented by Mr J2, complains about First Central Underwriting Limited cancelling his car insurance policy. For clarity, although First Central Underwriting Limited operated under the registered company name of Skyfire Insurance Company Limited at the... (3 pages)View decision -
Decision Reference DRN-5711210
22 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5711210 The complaint Mr E complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made in about 2011. Someone imported t... (4 pages)View decision -
Decision Reference DRN8662678
24 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R has complained about U K Insurance Limited’s (UKI) service after he contacted it about claiming on his motor insurance policy.Reference to UKI includes its agents.background Mr R phoned UKI after someone hit his car while it was parked. It seems that a witnes... (3 pages)View decision -
Decision Reference DRN-5491055
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5491055 The complaint E Limited (‘E’), represented by Mr S, complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY , saying the service it provided led to E paying for banking services that were also available free of charge. Mr S is a person authorised to bring this com... (4 pages)View decision -
Decision Reference DRN1884106
29 Jan 2018 Zenith Insurance plc Not upheldInsurance (excluding PPI)Miss U is unhappy that Zenith Insurance plc voided her policy after she couldn’t validate her address.backgroundMiss U took out car insurance with Zenith in August 2015. At this time she listed her address and the risk address for the car as her brother’s home. In... (3 pages)View decision -
Decision Reference DRN1226382
11 Mar 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr L complains about charges for repairs that Volkswagen Financial Services (UK) Limited has asked him to pay.backgroundIn May 2014 Mr L entered into a hire agreement with VWFS for a new car.When the agreement ended Mr L returned the car. As far as he was aware there was no problem with th... (3 pages)View decision -
Decision Reference DRN-3113765
19 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3113765 The complaint Miss A complains that Bank of Scotland plc trading as Halifax failed to refund two transactions she didn’t recognise. What happened Miss A explained that someone accessed her account and made two bank transfers to another account without her authorisation. Miss A ... (3 pages)View decision -
Decision Reference DRN-2985449
19 Aug 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2985449 The complaint Mr B is unhappy because Metro Bank PLC (Metro Bank) did not reimburse the money he transferred to a fraudster. What happened Mr B found a van he was interested in buying on an online marketplace he’d bought vehicles from before. He felt the price was reasonable a... (3 pages)View decision