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 4568 results
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Decision Reference DRN-2790191
28 Jul 2021 QIC Europe Ltd UpheldInsuranceDRN-2790191 The complaint Mr O complains that QIC Europe Ltd (QIC) have unfairly handled a claim under his motor insurance policy. Mr O made a separate complaint about QIC’s handling of his claim up to 2 June 2020. This complaint looks at QIC’s handling of the claim up to the date of this ... (4 pages)View decision -
Decision Reference DRN-5337244
17 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-5337244 The complaint Miss S had a car conditional sale agreement with Close Brothers Limited (CBL) and she is unhappy they allowed a third-party to settle the agreement. She is also unhappy as she though that CBL during this process might have also provided her personal data to the... (4 pages)View decision -
Decision Reference DRN-5673993
7 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5673993 The complaint Ms V complains about the way The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (“NFUM”) investigated a claim on her car insurance policy. What happened Ms V had a car insurance policy with NFUM. In January 2024 Ms V was sto... (4 pages)View decision -
Decision Reference DRN4921959
17 Feb 2020 Clydesdale Financial Services Limited UpheldBanking and creditComplaintMrs H, represented by Mr H, complains that Clydesdale Financial Services Limited (trading as Barclays Personal Finance ‘BPF’) didn’t give her time at the end of her conditional sale agreement to arrange the transfer of her personal number plate. She also complains that she was giv... (4 pages)View decision -
Decision Reference DRN-3213904
16 Dec 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3213904 The complaint Mr T complains that a used car Moneybarn No.1 Limited supplied under a finance agreement is of unsatisfactory quality. What happened Mr T got this car with a conditional sale agreement (CSA) provided by Moneybarn in April 2020. The car broke down a month later and... (4 pages)View decision -
Decision Reference DRN0737934
12 Sep 2016 Chase de Vere Independent Financial Advisers limited UpheldPayment protection insurance (PPI)Mr and Mrs B complain that Chase de Vere Independent Financial Advisers Limited (“CdV”) mis-sold them a mortgage payment protection insurance (“MPPI”) policy in 2001.backgroundIn my provisional decision – the content of which is attached to, and forms part of, this dec... (5 pages)View decision -
Decision Reference DRN-2066956
8 Feb 2021 esure Insurance Limited Not upheldInsuranceDRN-2066956 The complaint Mr and Mrs W are unhappy about how esure Insurance Limited trading as Sheila’s Wheels handled their motor insurance claim after they’d been in an accident. For ease of reading I will refer only to Mrs W in my decision. What happened Mrs W was involved in a serious... (4 pages)View decision -
Decision Reference DRN-4110444
3 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4110444 The complaint Mrs W complains that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a task-based job scam. Mrs W is making her complaint with the assistance of a professional claims management company, who I’ll refer to as the CMC. What happened On 5 Febr... (4 pages)View decision -
Decision Reference DRN-4821879
5 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4821879 The complaint Mrs L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost when she says she fell victim to a scam. What happened What Mrs L says Mrs L says that she was persuaded to invest with a company I’ll refer to as H in my decision. H was a private ... (4 pages)View decision -
Decision Reference DRN-5185011
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5185011 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and then focus on ex... (4 pages)View decision
