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-3679591
30 Sep 2022 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-3679591 The complaint Mr S complains that Ikano Bank AB (publ), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier (which I’ll call “S”). Mr S is represented b... (5 pages)View decision -
Decision Reference DRN0520448
28 Oct 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mrs D has complained that Zenith Insurance plc’s service to her was poor when she made a claim under her motor policy after her car was stolen.backgroundMrs D’s car was stolen following a break in at her home and she made a claim to Zenith.Mrs D’s car was discove... (4 pages)View decision -
Decision Reference DRN4032066
21 Aug 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about how The Royal Bank of Scotland Plc (RBS) handled his re-mortgage application.backgroundMr C and his former wife had a mortgage with a business in the RBS group. When they separated, it was agreed that Mr C would take over the mortgage and so he a... (3 pages)View decision -
Decision Reference DRN-4965517
9 Sep 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4965517 The complaint This complaint is about a mortgage Mr and Mrs J hold with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is about legal action BM carried out to take possession of the mortgaged property, and whether and to what extent it c... (4 pages)View decision -
Decision Reference DRN-4808436
30 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4808436 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account which was in an unarranged overdraft and registered a default against him in 2022 with credit reference agencies. Mr S says Lloyds didn’t notify him nor followed a fair process in doing so. To put things... (4 pages)View decision -
Decision Reference DRN-4357656
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4357656 The complaint Miss S complains that Revolut Ltd failed to refund transactions made from her account that she didn’t recognise. What happened What Miss S says Miss S says she noticed her mobile phone had stopped working and believed this could have been because of an update to i... (4 pages)View decision -
Decision Reference DRN-6091498
20 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6091498 The complaint Mr V complains that Marshmallow Insurance Limited (“Marshmallow”) responded unfairly to his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle that had first been regist... (5 pages)View decision -
Decision Reference DRN-5806634
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5806634 The complaint Ms L complains that Santander UK Plc won’t refund the money she says she lost to a scam. What happened Ms L’s daughter has complex mental health issues, and Ms L is her carer. They felt that Ms L’s daughter would benefit from a therapy dog, and began to look in... (4 pages)View decision -
Decision Reference DRN-4951233
7 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4951233 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his car insurance policy. What happened Mr M had a motor insurance policy with Marshmallow covering his car. He bought the policy through a comparison website. In S... (4 pages)View decision -
Decision Reference DRN-3429197
12 Apr 2022 Premia Solutions Ltd UpheldInsuranceDRN-3429197 The complaint Mr M’s representative complains on his behalf that Premia Solutions Ltd (Premia) paid his claim settlement to an incorrect bank account that did not belong to him. References to Mr M or his representative, will include the other. There are several parties and repr... (4 pages)View decision