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 DRN5400336
15 Jul 2019 Carnegie Consumer Finance Limited Not upheldBanking and creditMr N complains that he entered into a loan agreement with Carnegie Consumer Finance Limited (“Carnegie”) after relying on a number of misrepresentations by Carnegie’s agent and credit broker.background In April 2017, Mr N signed up to a training course leading to a trade qualification. Mos... (4 pages)View decision -
Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN1786524
15 Dec 2016 National Westminster Bank Plc Not upheldBanking and creditMiss S has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000. Miss S’ Advantage Gold account was switched to a Select Platinum one in 2015 as NatWest discontinued the Advantage Gold account at th... (4 pages)View decision -
Decision Reference DRN-2696415
19 Mar 2021 esure Insurance Limited Not upheldInsuranceDRN-2696415 The complaint Miss S complains that esure Insurance Limited (esure) has both undervalued her vehicle and proportionately settled her claim after her vehicle was written off in an accident. What happened Miss S took out a motor insurance policy with esure t... (4 pages)View decision -
Decision Reference DRN-2446197
18 Dec 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2446197 The complaint Mr H has complained that Lloyds Bank PLC (Lloyds) mis-sold him two packaged bank accounts (PBAs). He paid monthly fees for the accounts and received several potential benefits in return. Lloyds has accepted that it mis-sold Mr H one of the accounts and has already... (4 pages)View decision -
Decision Reference DRN-2349935
11 Jan 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2349935 The complaint Mr P complains that a hire purchase agreement for a car via MotoNovo Finance Limited was mishandled, leading to him suffering financial loss and inconvenience. What happened In November 2019, Mr P arranged to purchase a car via a three-year hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-5869582
16 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5869582 The complaint R complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. One of R’s directors, whom I’ll refer to as ‘Mr G’, referred the complaint to this service on behalf of R. What happen... (5 pages)View decision -
Decision Reference DRN6960852
3 Mar 2020 Arnold Clark Automobiles Limited Not upheldBanking and creditMiss R complains that a hire purchase agreement, under which a car was supplied to her, was mis-sold to her by Arnold Clark Automobiles Limited. backgroundA new car was supplied to Miss R under a hire purchase agreement with a finance provider that she signed in April 2018. She complained ... (4 pages)View decision -
Decision Reference DRN-5446276
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5446276 The complaint Miss W complains about how U K Insurance Limited trading as Direct Line (Direct Line).dealt with a claim under her motor insurance policy, deeming liability to be a 50:50 split. Miss W maintains she wasn’t at fault and is also unhappy at the service from Direct... (4 pages)View decision -
Decision Reference DRN-4254006
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4254006 The complaint Miss M has complained that her insurer Ageas Insurance Limited passed her details to a credit hire company (CHC) and failed to tell her she would need to pay a waiver excess when she made a claim under her car insurance policy. What happened Miss M called Ageas to... (4 pages)View decision