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 4385 results
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Decision Reference DRN-3166089
17 Nov 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3166089 The complaint Mr B complains that Barclays Bank UK PLC rejected his claim under S 75 Consumer Credit Act 1974 in respect of a camera lens. What happened In April 2020 Mr B purchased a camera lens from a company I will call P, at a cost of £1,804.09. He made the purchase online.... (4 pages)View decision -
Decision Reference DRN-5354728
12 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5354728 The complaint Mrs P complains about issues she’s encountered with correspondence from Nationwide Building Society (Nationwide) since registering her Power of Attorney document. What happened Mrs P was a customer of Nationwide. Mrs P named Mrs S her attorney within her Powe... (4 pages)View decision -
Decision Reference DRN1508961
27 Jan 2016 Lloyds Bank PLC Not upheldBanking and creditM, a partnership, complains loans it was given by Bank of Scotland plc were mis-sold. It also complains about the way the bank handled the recovery of its debt.backgroundThe background to M’s complaint is set out in the provisional decision issued on 18 November 20... (4 pages)View decision -
Decision Reference DRN8553608
20 Apr 2020 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs B complain that Inter Partner Assistance SA (“IPA”) hasn’t acted fairly or reasonably when dealing with their claim under a legal expenses insurance policy. They want matters put right.backgroundMr and Mrs B had a legal expenses insurance policy with IPA. They were sued by a len... (4 pages)View decision -
Decision Reference DRN-4063136
24 May 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4063136 The complaint Mr A complains that ATLANTA 1 INSURANCE SERVICES LIMITED trading as Mackenzie Hodgson mis-sold him a personal accident policy. What happened Mr A was involved in an accident when riding his motorbike. He’d purchased a personal accident policy but had multiple issu... (4 pages)View decision -
Decision Reference DRN-4751262
28 Jan 2025 Renault Retail Group UK Limited Not upheldConsumer CreditDRN-4751262 The complaint Mrs T complains that Renault Retail Group UK Limited (“Renault”) added charges for unwanted extras to her car hire purchase agreement. When I refer to what Mrs T has said and what Renault has said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN-5448621
3 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5448621 The complaint Ms A and Mr C complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker with a powerful engine ... (5 pages)View decision -
Decision Reference DRN-4874220
26 Nov 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4874220 The complaint Ms H complains about the length of time it took Hargreaves Lansdown Asset Management Limited to transfer her stocks and shares ISA to a different firm. What happened Ms H requested a transfer of her stocks and shares ISA in December 2022 from HL to a different ... (4 pages)View decision -
Decision Reference DRN-2911729
25 Jul 2022 Vanguard Asset Management Ltd Not upheldPensions and AnnuitiesDRN-2911729 The complaint Mr M complains that Vanguard Asset Management Ltd (“Vanguard”) failed to complete the transfer of some pension savings he held with another provider in a timely manner. What happened Mr M held pension savings with another provider. In March 2020 he discussed the t... (4 pages)View decision -
Decision Reference DRN5046760
2 Mar 2021 National Westminster Bank Plc Not upheldBanking and creditMr M has complained National Westminster Bank Plc is pursuing him for three or more personal loans and an overdraft on his account which he never authorised. background In late 2018 Mr M contacted NatWest to complain. He noticed three personal loans being paid from his account with them. H... (3 pages)View decision
