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-5119642
1 Nov 2024 Chubb European Group SE Not upheldInsuranceDRN-5119642 The complaint Miss A complains that Chubb European Group SE (“CEG”) unfairly declined a claim on her motor insurance policy following the theft of her vehicle. Miss A has been represented by a solicitor. For ease, I will refer only to Miss A. What happened Miss A held a mo... (5 pages)View decision -
Decision Reference DRN3490366
10 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr V complains that Lloyds Bank PLC (“Lloyds”) mis-sold him packaged bank accounts. Mr V took a Select account in 1998 and later downgraded to a free account in 2004. He upgraded to a Premier account in 2010, before downgrading to a Silver packaged account in 2011.Mr ... (4 pages)View decision -
Decision Reference DRN-3697071
10 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3697071 The complaint Miss K has complained that Barclays Bank UK PLC won’t refund her for transactions’ she says she didn’t make or authorise totalling just over £5,000. What happened Miss K has an account with Barclays. Between 9 and 12 February 2022, a series of transactions were ma... (4 pages)View decision -
Decision Reference DRN-5398873
20 Mar 2025 Markel International Insurance Company Limited Not upheldInsuranceDRN-5398873 The complaint A limited company, which I will refer to as C, complains about the settlement of its commercial liability claim by Markel International Insurance Company Limited. What happened The parties are aware of the circumstances, so the following is intended only as a b... (5 pages)View decision -
Decision Reference DRN-4802207
1 Aug 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4802207 The complaint Ms E complains Tesco Personal Finance PLC, trading as Tesco Bank, has not treated her fairly when she made a claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to the purchase of a sports car which turned out to have defects. What happen... (4 pages)View decision -
Decision Reference DRN-4806870
11 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4806870 The complaint Mr W has complained that Bank of Scotland plc (trading as Halifax) won’t refund transactions he says he didn’t make or otherwise authorise. What happened In 2023, over the course of over two months, around £18,000 was spent on Mr W’s Halifax account. This was a mi... (4 pages)View decision -
Decision Reference DRN-4345109
13 Nov 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4345109 The complaint Mr S complains that PrePay Technologies Limited trading as PrePay Solutions (‘PrePay’) won’t refund him in full after he fell victim to a scam. What happened Mr S is represented in this case but for ease I’ll refer to Mr S throughout my decision. Mr S says that he... (4 pages)View decision -
Decision Reference DRN-4905318
18 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4905318 The complaint Mrs C, who is represented by a professional representative (“PR”), complains Capital One (Europe) plc unfairly declined a claim she has brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In March 2020, Mrs C purchased an upgrade to ... (4 pages)View decision -
Decision Reference DRN-4905306
18 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4905306 The complaint Mrs C, who is represented by a professional representative (“PR”), complains Capital One (Europe) plc unfairly declined a claim she has brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2018, Mrs C purchased an upgrade ... (4 pages)View decision -
Decision Reference DRN-5466731
8 Aug 2025 Brooks Macdonald Financial Consulting Ltd UpheldPensions and AnnuitiesDRN-5466731 The complaint Mr E complains about delays caused by Brooks Macdonald Financial Consulting Limited (“BM”) in arranging an investment in his Self-Invested Personal Pension (“SIPP”). What happened Mr E had a SIPP with a firm that I’ll refer to as Firm C in this decision. He wa... (4 pages)View decision