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 4569 results
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Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision -
Decision Reference DRN-5793329
24 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5793329 The complaint Mr W has complained about the quality of a car provided on finance by Blue Motor Finance Ltd (“BMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. BMF supplied Mr W with a used car on a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN8954460
25 Jun 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs W have complained that HSBC UK Bank Plc (“HSBC”) mis-sold them a fee- paying Advance account.They say they were talked into agreeing to the account when they were on the phone to HSBC discussing a fraud that happened on their credit card.backgroundMr and Mrs W held a fee-free ac... (4 pages)View decision -
Decision Reference DRN9076796
2 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr L and Mrs B have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them a fee-paying Platinum packaged bank account.backgroundI issued a provisional decision on this complaint, detailing my thoughts on why the complaint shouldn’t be upheld, on 16 January 2018 and invi... (4 pages)View decision -
Decision Reference DRN6097472
18 May 2016 TSB Bank plc UpheldBanking and creditMr O has complained that TSB Bank plc (“TSB”) mis-sold him Platinum and Premier packaged bank accounts in 2006 and 2010. backgroundOne of our adjudicators has looked into Mr O’s complaint already and she thought while TSB hadn’t mis-sold the Platinum account it had ... (3 pages)View decision -
Decision Reference DRN-4755067
31 Jul 2024 The Mortgage Business Plc Not upheldMortgagesDRN-4755067 The complaint Mr C complains about his buy to let mortgage with The Mortgage Business Plc (TMB). He complains about the amount he owes now the mortgage has come to an end, and says that TMB shouldn’t have allowed the balance to escalate, but should have stepped in sooner. Wh... (11 pages)View decision -
Decision Reference DRN4168216
9 Nov 2020 The Royal Bank of Scotland Plc UpheldBanking and creditComplaint Mr H and Mrs H have complained that The Royal Bank of Scotland Plc mis sold a business loan and gave poor financial advice. Background Mr H and Mrs H run a farming business. At the relevant time, they were trading as the WAJH partnership. In 2013, an opportunity arose to buy a pl... (4 pages)View decision -
Decision Reference DRN-4633336
26 Feb 2024 Cofunds Limited UpheldInvestmentsDRN-4633336 The complaint Mrs S complains that Cofunds Limited, trading as Aegon transferred her stocks and shares Individual Savings Account (ISA) to a third-party without conducting appropriate and necessary checks. What happened Mrs S says she intended to transfer a stocks and shares IS... (4 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN-2556618
10 Jun 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2556618 The complaint Mr A claims that Automobile Association Insurance Services Limited (the “AA”) unfairly cancelled his motor insurance and then failed to automatically renew it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision
