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 DRN-2447401
14 Apr 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2447401 The complaint Mr A complains that Santander UK Plc blocked his bank account. And took too long to release his funds to him. He says this caused him trouble and upset and he wants the bank to pay him compensation. What happened On 28 February 2019, a faster payment of £7,500 was... (4 pages)View decision -
Decision Reference DRN-3211565
29 Dec 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3211565 The complaint Mr T complained about an unsatisfactory repair that was carried out on his vehicle by Admiral Insurance Company Limited (“Admiral”) under his motor policy. What happened In September 2020, Mr T’s car was driven through some flood water. Mr T made a claim on his po... (4 pages)View decision -
Decision Reference DRN-2359164
11 Mar 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2359164 The complaint Ms H complains about the way Advantage Insurance Company Limited handled a claim made against her motor insurance policy. Reference to Advantage include their agents. What happened Ms H raised concerns about both the sale of the motor insurance policy and the hand... (4 pages)View decision -
Decision Reference DRN-5802686
31 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5802686 The complaint Miss G complains that Moneybarn No 1 Limited approved a vehicle finance agreement for her which she could not afford to repay. What happened In late July 2021 Miss G wanted to buy a car and used Moneybarn to assist by applying for a finance agreement with it. T... (4 pages)View decision -
Decision Reference DRN-3050737
29 Sep 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-3050737 The complaint Miss D complains that Admiral Insurance Company Limited (Admiral) accepted liability for an accident on her behalf without showing her the evidence. She is also unhappy that Admiral automatically took an additional premium for her policy after it had renewed. What... (4 pages)View decision -
Decision Reference DRN-2846463
11 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-2846463 The complaint Mr W has complained about the way esure Insurance Limited (esure) handled his motor insurance claim. My references to esure includes their agents. What happened Mr W was unfortunately involved in a car accident, so he made a claim on his policy. After an inspectio... (4 pages)View decision -
Decision Reference DRN5692407
19 Dec 2017 Plus500UK Ltd Not upheldInvestment and pensionsMr R complains that Plus500UK Ltd (“Plus500”) has withheld profits he made on his trade account. Mr R says Plus500 has no grounds to do this and wants his profits paid to him.backgroundMr R opened a trade account with Plus500 in November 2016. In January 2017,... (4 pages)View decision -
Decision Reference DRN8128541
3 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMs S complains about how she was treated by Barclays Bank UK PLC (trading as Barclaycard) over her Barclaycard debt.backgroundMs S took out a Barclaycard credit card and fell into arrears. She contacted this service and told our investigator that she had multiple complaints against Barclay... (4 pages)View decision -
Decision Reference DRN-3197149
6 Dec 2021 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-3197149 The complaint Mrs G complains that Markerstudy Insurance Company Limited should pay her claim on a motor insurance policy. What happened The subject matter of this complaint is a sports utility vehicle first registered in 2018. In mid- October 2019, Mrs G’s husband acquired it ... (5 pages)View decision -
Decision Reference DRN1323088
23 Feb 2021 HSBC UK Bank Plc UpheldBanking and creditComplaint Mr A complains, in summary, that HSBC UK Bank Plc did not do enough to help him recover all the money he had paid to a cryptocurrency trading platform using his HSBC VISA debit card. And this resulted in his account with HSBC defaulting. Background After seeing an advertisement f... (4 pages)View decision