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
-
Decision Reference DRN-5503146
2 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5503146 The complaint Ms A complains that Admiral Insurance (Gibraltar) Limited mishandled two claims on her motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in 2012. Ms A acquired the car no later than January 2022,... (6 pages)View decision -
Decision Reference DRN-3009200
24 Aug 2021 Bothwell Bridge Associates Ltd Not upheldInsuranceDRN-3009200 The complaint Mr M complains on behalf of his business, M, about poor and incorrect advice from M’s insurance broker Bothwell Bridge Associates Limited (BBA), leading to inadequate cover. What happened I set out the background to M’s complaint in my Provisional Decision and her... (4 pages)View decision -
Decision Reference DRN-2483038
7 Jan 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-2483038 The complaint Mr A is unhappy BMW Financial Services (GB) Limited (BMWFS) has supplied him with a car which he believes wasn’t of satisfactory quality. He also complains he was mis-led about the car’s fuel consumption. What happened In May 2019, Mr A acquired a brand-new car w... (5 pages)View decision -
Decision Reference DRN-5426378
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5426378 The complaint Mr and Mrs C complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C brings their complaint with the assistance of professional repres... (5 pages)View decision -
Decision Reference DRN5887798
4 Jul 2019 DAS Legal Expenses Insurance Company Limited UpheldInsurance (excluding PPI)The trustees of a trust, W, complain that DAS Legal Expenses Insurance Company Limited (“DAS”) have unfairly declined its insurance claim for legal expenses.backgroundI issued my provisional decision on this complaint in June 2019, which forms part of this final decision... (5 pages)View decision -
Decision Reference DRN-5516193
7 May 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5516193 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I described what had hap... (5 pages)View decision -
Decision Reference DRN-5736144
5 Nov 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5736144 The complaint Mr H has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr H with a used car on a hire purchase ... (4 pages)View decision -
Decision Reference DRN-3639040
26 Sep 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3639040 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money (Clydesdale) won’t refund money he lost when he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and... (4 pages)View decision -
Decision Reference DRN-6025075
16 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6025075 The complaint Mr S is being represented by solicitors. He’s complaining about Nationwide Building Society because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel investment scam. After finding out about the opportuni... (5 pages)View decision -
Decision Reference DRN-3817459
1 Dec 2022 Lloyds Bank PLC Not upheldMortgagesDRN-3817459 The complaint Ms M complains that Lloyds Bank PLC is unfairly pursuing her for a signature to allow it to register a charge on her property in respect of a mortgage she has outstanding. What happened Ms M took a £7,000 mortgage with Lloyds (then Cheltenham and Gloucester) in 19... (4 pages)View decision