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 DRN2080970
6 Oct 2015 Barclays Bank Plc UpheldBanking and creditMs G complains that Barclays Bank PLC defaulted and closed three accounts she had with it, without giving her proper notice and that it has wrongly left adverse information on her credit record even though she has paid off any outstanding amounts.background Ms G had ... (4 pages)View decision -
Decision Reference DRN3745549
13 Oct 2017 Barclays Bank Plc UpheldBanking and creditMs S has complained that Barclays Bank plc (“Barclays”) mis-sold her Additions and Additions Plus packaged bank accounts in 2003 and 2005. backgroundOne of our adjudicators has looked at Ms S’ complaint. He thought Barclays had mis-sold the Additions account but that i... (4 pages)View decision -
Decision Reference DRN-5017583
20 Dec 2024 West Bay Insurance Plc UpheldInsuranceDRN-5017583 The complaint Mr K complains about the amount West Bay Insurance Plc (West Bay) offered in settlement of a claim under his Fleet Motor Insurance policy. Mr K is also unhappy with the amount West Bay is charging to retain the written off vehicle. What happened The detailed ba... (5 pages)View decision -
Decision Reference DRN5082337
7 Nov 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr K complains Calpe Insurance Company Limited is unfairly asking him to pay the full cost of a third party claim on his motor insurancebackgroundIn 2016 Mr K was involved in a road traffic accident when his car collided with the rear of a third party’s car. Whe... (5 pages)View decision -
Decision Reference DRN-3194393
6 Dec 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3194393 The complaint Mr B is unhappy that Bank of Scotland plc trading as Halifax (‘HBOS’) won’t refund the money he’s lost to a scam. What’s happened? Mr B saw a private advert for a car on a well-known online marketplace. He contacted the seller and she explained that she was sellin... (5 pages)View decision -
Decision Reference DRN-3210304
13 Dec 2021 Car Time Motor Company UK Limited UpheldInsuranceDRN-3210304 The complaint Mrs B is unhappy that Car Time Motor Company UK Limited (Car Time) mis-sold her a mechanical breakdown warranty policy when she acquired a car. What happened In June 2020, Mrs B acquired a used car first registered in December 2015 from Car Time. To acquire this c... (4 pages)View decision -
Decision Reference DRN-4915605
8 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4915605 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr K says: Mr K is represented by a third-party claims firm but I will refer to Mr K here. Mr K found a crypto currency firm online and completed t... (5 pages)View decision -
Decision Reference DRN-5037443
23 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5037443 The complaint Mr H complains that the service he received from British Gas Insurance Limited when dealing with a leak at his home was poor and resulted in damage to his home. What happened Mr H holds a home emergency policy provided by British Gas. In March 2023 he reported... (5 pages)View decision -
Decision Reference DRN-5341171
24 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5341171 The complaint Mr T has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (SSAS) in December 2014. Mr T’s SSAS was subsequently used to invest in a fractional ownership ... (10 pages)View decision -
Decision Reference DRN-6005417
15 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-6005417 The complaint Mr N complained that U K Insurance Limited (“UKI”) unfairly accepted liability for an accident he was involved in, that it paid too little to settle his claim, and took too long to process the matter, under his motor insurance policy. What happened Mr N was in... (5 pages)View decision