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 DRN2690749
27 Jan 2016 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank plc unfairly removed his overdraft facility without warning.background Mr H says that he received no proper warning from Lloyds about its decision to remove the overdraft facility. He also considers that the way in which Lloyds dealt wi... (3 pages)View decision -
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 DRN2266877
17 Oct 2018 MCE Insurance Company Limited UpheldInsurance (excluding PPI)Mr D says MCE Insurance Company Limited didn’t offer him enough for a stolen motorcycle when he made a claim on his motorcycle insurance policy.backgroundMr D bought the bike from a dealer in November 2016. It was sold to him as damaged and repaired. Mr D paid £5,100 ... (2 pages)View decision -
Decision Reference DRN5494257
1 Jun 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr O has complained that Allianz Insurance Plc’s service to him was poor when he made a claim under his motor insurance policy.backgroundMr O’s car was damaged in an incident and he made a claim to his insurer, Allianz. Allianz told Mr O he qualified for a new r... (2 pages)View decision -
Decision Reference DRN6327164
26 Apr 2016 TSB Bank plc UpheldBanking and creditMiss C complains that TSB Bank plc has wrongly returned unpaid a number of direct debits. She wants compensation.backgroundOur adjudicator recommended that this complaint be upheld. Having checked with a number of Miss C’s creditor’s she found that there had been ... (2 pages)View decision -
Decision Reference DRN6636105
17 Aug 2015 Redcats (Brands) Limited Not upheldBanking and creditMiss M had a catalogue account with Redcats (Brands) Limited, trading as La Redoute. She complains that La Redoute defaulted this account and placed adverse information on her credit file. She says that she did not receive any correspondence about an outstanding balance,... (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 DRN0992886
31 Mar 2019 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs B complain Barclays Bank UK PLC hasn’t returned all their deeds after they redeemed their mortgage.background When Mr and Mrs B complained to Barclays it wasn’t able to locate any of older documents Mr and Mrs B had described. It received title documents f... (2 pages)View decision -
Decision Reference DRN6380239
28 May 2013 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr V has complained about the level of customer service he received from Acromas Insurance Company Limited following a claim under his motor insurance policy. Specifically, he is unhappy that (i) it immediately assumed that his vehicle would be deemed a total loss and (ii) after decidi... (2 pages)View decision