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 4393 results
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Decision Reference DRN-2933740
26 Jul 2021 Skrill Limited UpheldBanking and PaymentsDRN-2933740 The complaint Mr K complains about an exchange applied to a transaction with Skrill Limited. He said that there should’ve been no need to exchange this currency. What happened The Skrill service is an electronic money service, which allows users to hold balances (effectively, ... (4 pages)View decision -
Decision Reference DRN-2204929
18 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2204929 The complaint Mrs M complains that Ageas Insurance Limited wrongly avoided her motor insurance policy on the basis that she’d misrepresented the facts when she took it out. What happened Mrs M bought the policy through a broker (“firm A”) in January 2019 and it was renewed in J... (4 pages)View decision -
Decision Reference DRN5049952
26 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr T has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions Plus and Premier Life (twice) packaged bank accounts in 2008 and 2010. He’s also complained about the sale of a ‘Tech Pack’ feature store package that was sold in 2013.backgroundMr T also ... (4 pages)View decision -
Decision Reference DRN-3137906
11 Jan 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3137906 The complaint Mrs H an Mr H complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs H and Mr H ... (6 pages)View decision -
Decision Reference DRN-3138703
31 Dec 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3138703 The complaint Mr O is unhappy Bank of Scotland plc (“BoS”) won’t refund him the money he lost as a result of a scam. What happened In January 2021, Mr O made two payments totalling £5,500 to purchase two tractors and have them shipped to Sudan. Mr O has told us that he spent ar... (4 pages)View decision -
Decision Reference DRN-5446276
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5446276 The complaint Miss W complains about how U K Insurance Limited trading as Direct Line (Direct Line).dealt with a claim under her motor insurance policy, deeming liability to be a 50:50 split. Miss W maintains she wasn’t at fault and is also unhappy at the service from Direct... (4 pages)View decision -
Decision Reference DRN-4601282
29 Mar 2024 Barclays Bank Plc UpheldPensions and AnnuitiesDRN-4601282 The complaint Mr C has complained that Barclays Bank Plc (‘Barclays’) unduly delayed the transfer of his pension to Aviva. Mr C has stated that during these delays changes to investment values meant that financial losses were incurred. What happened The chain of events in this ... (5 pages)View decision -
Decision Reference DRN-5334636
6 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5334636 The complaint Miss A complains that NatWest Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Miss A had an account with NatWest. On 5 December 2023, three payments totalling just over £2,100 were paid into Miss A’s account... (4 pages)View decision -
Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN-2349935
11 Jan 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2349935 The complaint Mr P complains that a hire purchase agreement for a car via MotoNovo Finance Limited was mishandled, leading to him suffering financial loss and inconvenience. What happened In November 2019, Mr P arranged to purchase a car via a three-year hire purchase agreement... (4 pages)View decision
