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 4563 results
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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-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 DRN5342197
12 Dec 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained that UK Insurance Limited has turned down his claim on his travel insurance policy.backgroundIn September 2018, Mr H called UKI to register a claim for the loss of three bags on his flight home following a trip abroad with his wife and children. He said he checked in se... (4 pages)View decision -
Decision Reference DRN-3837000
17 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3837000 The complaint Mr D complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says he wasn’t involved in any fraudulent activity on the account. And that the marker is affecting his ability to access f... (4 pages)View decision -
Decision Reference DRN2458263
27 Jul 2018 Close Brothers Limited UpheldBanking and creditMr F complains that a bike he received and financed through an agreement with Close Brothers Limited (“Close Brothers”) is a different than the one he ordered. He also complains that it was faulty when he took receipt of it.backgroundI issued my provisional decision in J... (4 pages)View decision -
Decision Reference DRN-5840721
29 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5840721 The complaint Mr P is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened On 12 September 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments befor... (4 pages)View decision -
Decision Reference DRN1028792
20 Sep 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that he’s lost out as a result of the way in which Advantage Insurance Services Limited handled and settled his insurance claim. He says Advantage were wrong to write off his car after it was involved in an accident. He’s also unhappy about the custo... (4 pages)View decision
