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 DRN1688873
27 Apr 2020 Barclays Bank UK PLC UpheldBanking and creditComplaintMr A complains that Barclays Bank UK PLC blocked and then closed his accounts. He also says Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He wants Barclays to compensate him for the distress and inconvenience this caused.Backgro... (4 pages)View decision -
Decision Reference DRN0080567
17 Dec 2019 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mrs B complains that Zurich Insurance PLC (Zurich) unfairly declined her commercial insurance claim. To put things right, Mrs B wants Zurich to pay her claim in accordance with the terms of her policy, to pay interest on the settlement amount, and compensation for the trouble and upset she... (6 pages)View decision -
Decision Reference DRN6516861
24 Aug 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained about Admiral Insurance Company Limited’s handling of his motor insurance policy.My references to Admiral below include its agents.backgroundMr S was in an accident that he says wasn't his fault. But Admiral paid the other driver’s claim agains... (5 pages)View decision -
Decision Reference DRN-5001878
5 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5001878 The complaint Miss U complains about delays in esure Insurance Limited (esure) dealing with a claim under her motor insurance policy for damage to her vehicle following an accident. References to esure in this decision include their agents. What happened Miss U was involve... (4 pages)View decision -
Decision Reference DRN-4665584
8 Mar 2024 National Westminster Bank Plc UpheldMortgagesDRN-4665584 The complaint Mrs L and Mr L complain that National Westminster Bank Plc has destroyed, apparently without reference to them, both the original deeds to their property, and some associated documents held with them, which Mrs L in particular had wished to retain. What happened W... (5 pages)View decision -
Decision Reference DRN-3850563
20 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3850563 The complaint Mr J is unhappy that Barclays Bank UK PLC decided not to refund him after he was the victim of an authorised push payment (APP) scam. Mr J has used a claims management company to bring his complaint. I’ll refer to them as R. What happened Mr J said a close friend ... (5 pages)View decision -
Decision Reference DRN7752123
22 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMiss F has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Silver packaged bank account to her in 2010 and again in 2011. She paid a monthly fee for the account and was offered several benefits in return.backgroundI attach my provisional decision of 11 February 2... (4 pages)View decision -
Decision Reference DRN-3549940
17 Jun 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3549940 The complaint Mr W complains that Tesco Personal Finance PLC (Tesco) won’t refund payments he made to what he says were investment scammers. What happened In 2018 Mr W made a series of payments to two different merchants I’ll call S1 and S2. S1 initially contacted Mr W and advi... (4 pages)View decision -
Decision Reference DRN-4749110
17 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4749110 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) won’t refund the money he lost to a purchase scam. What happened Mr G was looking to purchase a car and found one advertised on a well-known online social media marketplace (that I’ll call F). The car was being advertis... (5 pages)View decision -
Decision Reference DRN-5272280
17 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5272280 The complaint Mr F is unhappy that a car supplied to him under a hire purchase Personal Contract Purchase (PCP) agreement with CA Auto Finance Ltd (CAAF) was of an unsatisfactory quality. When I refer to what Mr F has said and what CAAF have said, it should also be taken to... (5 pages)View decision