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 4777 results
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Decision Reference DRN-3735660
14 Dec 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3735660 The complaint Mr P complains about how Markerstudy Insurance Company Limited (MICL) handled his motor insurance claim. What happened In July 2021 Mr P was involved in a road traffic accident, he said when he considered the possibility that there could be 50/50 liability he made... (4 pages)View decision -
Decision Reference DRN8826746
10 Feb 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr A complains that Allianz Insurance Plc mishandled his claim on a motor insurance policy.background Mr A and a third party were involved in an accident. Allianz arranged to repair Mr A’s car. But he complained about delays. He also complained about the quality ... (4 pages)View decision -
Decision Reference DRN6170406
30 Jan 2019 Nationwide Building Society UpheldBanking and creditMr M says Nationwide Building Society (Nationwide) said it would close a current account he held with his ex-wife but failed to do so. He thinks this enabled his ex-wife to be able to withdraw funds he had deposited from another linked joint account. backgroundI issue... (3 pages)View decision -
Decision Reference DRN-5896057
6 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5896057 The complaint Mr C complains that HSBC UK Bank Plc won’t refund the money he lost to a loan scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr C lives alone i... (5 pages)View decision -
Decision Reference DRN-2848323
12 Jul 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2848323 The complaint Mr S complains that a car he acquired through a hire purchase agreement with BMW Financial Services(GB) Limited (BMWFS) was misrepresented to him. What happen In September 2020 Mr S acquired a used car from a dealer (D) financed by a hire purchase agreement with B... (3 pages)View decision -
Decision Reference DRN0657018
25 Sep 2015 Lloyds Bank PLC Not upheldBanking and creditMr H says he was mis-sold a packaged bank account – known as a Silver Added Value Account (“AVA”) – by Lloyds Bank PLC (“Lloyds”) in 2010. He says, in summary, that: he wasn’t offered a fee-free account – he felt pressured into taking the Silver AVA and thought h... (4 pages)View decision -
Decision Reference DRN-5955298
9 Dec 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5955298 The complaint Mrs G is unhappy about the actions taken by Paragon Bank Plc when she wanted to transfer into a new Instant Access account (ISA) with another bank. She said she has also had some issues registering a Power of Attorney (POA) that her son has on her behalf. Mr G ... (3 pages)View decision -
Decision Reference DRN9664207
16 Dec 2020 Nationwide Building Society Not upheldBanking and creditComplaint Ms J complains that fraudsters have gained access to her accounts with Nationwide Building Society and standing orders she’s said up haven’t been paid correctly. She’s also unhappy Nationwide haven’t updated her account details properly or released funds which are due to her. And... (5 pages)View decision -
Decision Reference DRN-5571651
9 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5571651 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a Vanquis credit card in August 2021. In his application, Mr W gave a household income... (4 pages)View decision -
Decision Reference DRN4829122
8 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMs K has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 1999.backgroundOne of our adjudicators has looked into Ms K’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision