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 4269 results
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Decision Reference DRN-4823460
19 Jun 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4823460 The complaint Mr S complains about Advantage Insurance Company Limited (Advantage) cancelling his motor insurance policy due to non-disclosure of his vehicle being wrapped. Any reference to Advantage in this decision includes their agents. Mr S was supported by a representative... (5 pages)View decision -
Decision Reference DRN-4565775
21 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4565775 The complaint Mrs B complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened Alphera supplied Mrs B with a used car on a hire purchase agreement in June 2021. The cash pri... (5 pages)View decision -
Decision Reference DRN-4899583
30 Jul 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4899583 The complaint Ms R has complained about the way Astrenska Insurance Limited handled a claim she made on a travel insurance policy and that it failed to provide additional support for her vulnerabilities. The complaint involves the actions of the claim administrators, acting... (4 pages)View decision -
Decision Reference DRN-3782536
1 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3782536 The complaint Ms P complains that after she made a claim on her motor insurance policy, Royal & Sun Alliance Insurance Limited (‘RSA’) didn’t ensure her car was repaired in a reasonable time and that the communication about the repairs was poor. What happened Ms P’s car was... (4 pages)View decision -
Decision Reference DRN-3817459
1 Dec 2022 Lloyds Bank PLC Not upheldMortgagesDRN-3817459 The complaint Ms M complains that Lloyds Bank PLC is unfairly pursuing her for a signature to allow it to register a charge on her property in respect of a mortgage she has outstanding. What happened Ms M took a £7,000 mortgage with Lloyds (then Cheltenham and Gloucester) in 19... (4 pages)View decision -
Decision Reference DRN-2457939
23 Dec 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2457939 The complaint Miss M complained because Metro Bank Plc recorded a fraud marker against her name, with the fraud prevention agency CIFAS. What happened Miss M opened an account with Metro Bank in June 2018. On 2 January 2019, £5,000 was paid into Miss M’s account with Metro Bank... (5 pages)View decision -
Decision Reference DRN-5384234
14 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5384234 The complaint Mrs X has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mrs X with a used car on a hire purchase agreement in February 2022. The cash price of the car was a... (4 pages)View decision -
Decision Reference DRN-3880251
1 Mar 2023 National Savings and Investments Not upheldBanking and PaymentsDRN-3880251 The complaint Mr C, who represents the estate of the late Mrs C, says he experienced unreasonable delays when trying to access investment bonds held by the late Mrs C. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of t... (4 pages)View decision -
Decision Reference DRN5492231
9 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc (“Barclays”) mis-sold them Additions, Additions Plus (twice), First Additions and Premier Life packaged bank accounts in 2001, 2005, 2006, 2007 and 2008. backgroundOne of our adjudicators has looked into Mr and Mrs B’s c... (4 pages)View decision -
Decision Reference DRN-5313326
28 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5313326 The complaint Mrs O has complained Mitsubishi HC Capital UK PLC limited trading as Novuna (Novuna), is holding her liable for a loan she didn’t take out. What happened Mrs O said she was victim to a scam. She said she received an unexpected call from a third party about inv... (4 pages)View decision
