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-4580266
25 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4580266 The complaint Mr M complains that his surname was improperly recorded by Barclays Bank UK PLC, which led to problems registering for a linked service. Mr M also said he couldn’t access online banking with Barclays, and it was insisting he go to a branch. What happened Mr M said... (5 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 -
Decision Reference DRN1678144
26 Jun 2018 Legal & General Partnership Services Limited UpheldPayment protection insurance (PPI)Mr C and Miss S say Legal & General Partnership Services Limited (L&G) mis-sold them a mortgage payment protection insurance (PPI) policy.backgroundI set out the circumstances leading to the complaint, and my initial findings on it, in my provisional decision e... (5 pages)View decision -
Decision Reference DRN8884587
17 Jan 2019 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs E complains that a car she acquired under a hire purchase agreement (“HPA”) with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. She would like the car to be repaired.background In July 2017 Mrs E acquired a nearly new car under a fo... (5 pages)View decision -
Decision Reference DRN8620059
12 Jan 2015 Hanover St Mortgage Services Ltd UpheldInvestment and pensionsMr A has complained that Hanover St Mortgage Services Ltd (formerly SR Wealth Management Ltd) gave him unsuitable advice to increase and redirect contributions to a new plan rather than pay them to his existing pension arrangement, which had a protected retirement age of 35. Mr A also... (6 pages)View decision -
Decision Reference DRN-4611157
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4611157 The complaint B, a company, complains about the service it received from HSBC UK Bank Plc. B is represented in this complaint by one of its directors, Mr W. What happened Mr W has referred to several areas of complaint, some of which have been resolved. I’ve taken into account ... (5 pages)View decision -
Decision Reference DRN1969611
11 Sep 2013 Zenith Insurance plc UpheldInsurance (excluding PPI)Ms A is unhappy with the inefficiency and delays in Zenith Insurance plc’s (“Zenith”) handling of a claim she made under her motor insurance policy.backgroundThe background details of this complaint were set out in full in my provisional decision dated 25 July 2013. As the facts are re... (6 pages)View decision -
Decision Reference DRN-5161388
22 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5161388 The complaint Mr J has complained about the quality of a car provided on finance by Moneybarn No 1 Limited (Moneybarn). What happened Moneybarn supplied Mr J with a used car on a conditional sale agreement in March 2023. The cash price of the car was around £7,000 and it ha... (5 pages)View decision -
Decision Reference DRN-5149675
15 Nov 2024 AutoMoney Limited UpheldConsumer CreditDRN-5149675 The complaint Mr D’s complaint is that a car supplied to him under a Hire Purchase Agreement (“HP Agreement”) with AutoMoney Limited (“AML”) was of an unsatisfactory quality. He has asked AML to take redelivery of the car, cancel the HP Agreement and refund his money. When ... (5 pages)View decision -
Decision Reference DRN-3744541
10 Oct 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3744541 The complaint This complaint’s about an interest-only mortgage that Mr F holds with Bank of Scotland plc trading as Halifax. Mr F suffered a life-changing brain injury in 2019, and his sons, whom I’ll refer to as Mr F1 and Mr F2, have been granted power to manage his affairs by... (5 pages)View decision