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 DRN6516861
24 Aug 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained about Admiral Insurance Company Limited’s handling of his motor insurance policy.My references to Admiral below include its agents.backgroundMr S was in an accident that he says wasn't his fault. But Admiral paid the other driver’s claim agains... (5 pages)View decision -
Decision Reference DRN3535524
6 Feb 2019 Lloyds Bank PLC Not upheldBanking and creditMs D complains that Lloyds Bank PLC failed to inform her of internet and text banking facilities that would have prevented her making regular visits to branch, when it knew she was disabled and found the visits difficult. She wants increased compensation. background Ms... (4 pages)View decision -
Decision Reference DRN-5291943
28 Jan 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5291943 The complaint L has complained about Zurich Insurance Company Ltd’s decision to refuse a claim for a van belonging to it under a policy taken out by Miss B in her own name. L is a limited company represented by Miss B, who is a director. What happened As both parties know ... (4 pages)View decision -
Decision Reference DRN-4910815
7 Mar 2025 Borderway Finance Limited Not upheldConsumer CreditDRN-4910815 The complaint Mr T complains Borderway Finance Limited (Borderway) supplied a vehicle under a hire purchase agreement which wasn’t of satisfactory quality. What happened Mr T entered into a hire purchase agreement with Borderway in October 2022 in order to acquire a used ve... (5 pages)View decision -
Decision Reference DRN-5018239
8 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5018239 The complaint X complains the car they acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. X is represented in this complaint by legal counsel, S. What happened X acqu... (5 pages)View decision -
Decision Reference DRN-3801711
11 Nov 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3801711 The complaint Mr O complains that Embark Investment Services Limited (“Embark”) failed to transfer his pension and ISA savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in September 2022. In that decision I explained... (5 pages)View decision -
Decision Reference DRN-4268506
28 Jul 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4268506 The complaint Mr L complains that Helvetia Global Solutions Limited (“Helvetia”) is responsible for mishandling his claim on a breakdown insurance policy. What happened Mr L was living in the UK with his partner who was working for a ferry company that gave its staff free cross... (6 pages)View decision -
Decision Reference DRN-2703694
7 May 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2703694 The complaint Mr K is unhappy HSBC UK Bank Plc will not refund all of the money he lost after falling victim to a scam. What happened On 21 March 2020, Mr K saw a used Range Rover Evoque advertised for sale by a private seller on a social media online marketplace. The seller sa... (5 pages)View decision -
Decision Reference DRN-4580266
25 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4580266 The complaint Mr M complains that his surname was improperly recorded by Barclays Bank UK PLC, which led to problems registering for a linked service. Mr M also said he couldn’t access online banking with Barclays, and it was insisting he go to a branch. What happened Mr M said... (5 pages)View decision -
Decision Reference DRN-3692099
8 Sep 2022 Clear Score Technology Limited Not upheldConsumer CreditDRN-3692099 The complaint Ms W complains that Clear Score Technology Limited (Clear Score) allowed a third party to access her data. What happened On 5 June 2021 Miss W tried to access her credit report using Clear Score, but as she found their identification process intrusive, she aborted... (5 pages)View decision
