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 DRN7666333
12 Jun 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMrs N complains that Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“Seat”) unfairly terminated a hire purchase agreement for a car. background In February 2017 Mrs N entered into a four year hire purchase agreement with Seat for a new car. Payments were to ... (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-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 DRN-4096351
9 May 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4096351 The complaint Miss S complains that Bank of Scotland plc was unfair to start recovery action when her mortgage account fell into arrears. What happened Miss S lost her job during the Covid-19 pandemic. Bank of Scotland agreed six months of payment deferrals, in accordance with ... (3 pages)View decision -
Decision Reference DRN-2050309
19 Aug 2020 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2050309The complaintMr G complains that he’s been unable to access online banking for his new account withHSBC UK Bank Plc.What happenedIn early September 2019, Mr G opened a new student account with HSBC. He tried toregister for online banking, and found out that HSBC would have to se... (4 pages)View decision -
Decision Reference DRN9953260
24 May 2019 RAC Insurance Limited UpheldInsurance (excluding PPI)Ms S complains about the service she received following a claim against herEuropean motor breakdown cover provided by RAC Insurance Limited.backgroundThe background to this complaint was set out in my provisional decision of 2 May 2019, an extract of which is attache... (5 pages)View decision -
Decision Reference DRN-5872462
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5872462 The complaint Mr W complains that Santander UK Plc won’t refund him money that he believes was lost to an Authorised Push Payment (“APP”) scam. Mr W brings his complaint with the assistance of a professional representative, but for ease of reading I will refer to Mr W throu... (4 pages)View decision -
Decision Reference DRN-6053946
9 Jan 2026 A-Plan Holdings UpheldInsuranceDRN-6053946 The complaint Mr R, a sole trader, complains A-Plan Holdings mis-sold him a tradesman’s insurance policy. What happened In 2017 Mr R took out tradesman’s insurance through A-Plan. During the fact find call he said he operated as a sole trader builder. The adviser queried asp... (4 pages)View decision -
Decision Reference DRN-4407543
21 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4407543 The complaint Mr W has complained about the way Lloyds Bank PLC handled a claim he made in relation to a car he paid for in part using a credit card. What happened Mr W purchased a used car for £3,795 in December 2020 from a car dealer. He paid £795 of this using his Lloyds cre... (4 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision