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-2564620
25 Feb 2021 Gefion Insurance A/S UpheldInsuranceDRN-2564620 The complaint Mr I complains about Gefion Insurance A/S (Gefion), who provided his taxi insurance. He’s unhappy with Gefion’s valuation of his vehicle after it was deemed a total loss. Mr I is also unhappy with the service he received during the claims handling process. What ha... (3 pages)View decision -
Decision Reference DRN-4211934
27 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4211934 The complaint Mr E complains that Admiral Insurance (Gibraltar) Limited mishandled a motor insurance policy. What happened Mr E was in his thirties with a wife and children. In 2021, he had a provisional driving licence. In late January 2021, he took out an Admiral policy for a... (4 pages)View decision -
Decision Reference DRN2227310
21 Nov 2019 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr S complains that Volkswagen Financial Services (UK) Limited (“VWFS”) mishandled a parking charge notice for a car he has via a hire purchase agreement.background Mr S has a car via a hire purchase agreement with VWFS. In December 2017 Mr S parked the car in a private car park. Mr S says... (3 pages)View decision -
Decision Reference DRN-5682968
29 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5682968 The complaint Miss S is unhappy that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS) was mis sold. When I refer to what Miss S has said and what MBFS have said, it should also be taken to include things said on t... (4 pages)View decision -
Decision Reference DRN8147978
5 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditThe estate of Mrs G complain about the way Bank of Scotland plc (“BOS”) dealt with the late Mrs G and her accounts when she wasn’t able to verify her identity in a phone call about her online bank account.backgroundThe substantive events which form the basis of thi... (4 pages)View decision -
Decision Reference DRN0040987
14 Nov 2019 American International Group UK Limited Not upheldInsurance (excluding PPI)Mr L bought an Apple iPhone in October 2018 and he purchased AppleCare+, an extended warranty, at the same time. This included accidental damage cover that was underwritten by American International Group UK Limited (AIG). Mr L’s complaint mainly centres around the service he has received ... (2 pages)View decision -
Decision Reference DRN-5600023
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5600023 The complaint Mr H complains that HSBC UK Bank Plc won’t reimburse him money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr H sought the services of an Architect to assist him wi... (3 pages)View decision -
Decision Reference DRN-4305611
13 Sep 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4305611 The complaint Mr G, as executor of the estate of Ms D, complains that Lloyds Bank PLC delayed the grant of probate and the winding up of the estate causing inconvenience and aggravation. Mr G says that the delay lost interest on the account until probate was granted. What happe... (3 pages)View decision -
Decision Reference DRN4043172
11 Jun 2018 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc hasn’t done a chargeback request for him.backgroundMr H said that between May and December 2016, he made a number of payments to a merchant that he then understood to be a binary options broker. The amounts he transferred totalled £41,... (4 pages)View decision -
Decision Reference DRN5781171
28 Mar 2018 Santander UK Plc UpheldBanking and creditMr W – who holds a Power of Attorney (POA) to deal with Mrs W’s financial matters, complains that Santander UK Plc failed to act on his instructions when Mrs W’s fixed rate bond matured on 1 February 2017. backgroundThe background to this complaint, and my initial ... (3 pages)View decision