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 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 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 DRN-4749110
17 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4749110 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) won’t refund the money he lost to a purchase scam. What happened Mr G was looking to purchase a car and found one advertised on a well-known online social media marketplace (that I’ll call F). The car was being advertis... (5 pages)View decision -
Decision Reference DRN-5272280
17 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5272280 The complaint Mr F is unhappy that a car supplied to him under a hire purchase Personal Contract Purchase (PCP) agreement with CA Auto Finance Ltd (CAAF) was of an unsatisfactory quality. When I refer to what Mr F has said and what CAAF have said, it should also be taken to... (5 pages)View decision -
Decision Reference DRN-4665584
8 Mar 2024 National Westminster Bank Plc UpheldMortgagesDRN-4665584 The complaint Mrs L and Mr L complain that National Westminster Bank Plc has destroyed, apparently without reference to them, both the original deeds to their property, and some associated documents held with them, which Mrs L in particular had wished to retain. What happened W... (5 pages)View decision -
Decision Reference DRN-4847812
19 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4847812 The complaint Mr F complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions he didn’t recognise. What happened Mr F explained that whilst visiting a night club, his phone went missing. He later said that he’d been speaking with a person who was unknown ... (5 pages)View decision -
Decision Reference DRN-4771184
1 May 2024 Group 1 Automotive UK Limited UpheldInsuranceDRN-4771184 The complaint Mr K complains that Group 1 Automotive UK Limited (“GAUKL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr K bought a car on a 48-month personal contract purchase (“PCP”) finance agreement. The finance was arranged by GAUKL w... (4 pages)View decision -
Decision Reference DRN-4219744
13 Oct 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4219744 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-4208457
27 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4208457 The complaint Miss M complains that One Insurance Limited avoided her motor insurance policy (treated it like it never existed) and refused to pay her claim. What happened In May 2022, Miss M’s fiancé, Mr M, took out a motor insurance policy with One Insurance through a price c... (5 pages)View decision -
Decision Reference DRN-3876076
22 Feb 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-3876076 The complaint Mr F complains that a car that was supplied to him under a hire purchase agreement with Advantage Finance Ltd wasn’t of satisfactory quality and was misrepresented to him. What happened In December 2021 Mr F used a broker (who I’ll call CF) to arrange... (4 pages)View decision
