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 DRN6279890
21 Jan 2015 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr N complains that The National Farmers’ Union Mutual Insurance Society Limited (NFU) says it will only repair rather than write off his accident-damaged trailer insured under a motor policy. He wants the trailer declared a total loss.backgroundMr N was involved in an accident, in which... (2 pages)View decision -
Decision Reference DRN0238861
13 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMiss W and Miss B complain that they were mis-sold packaged bank accounts by Barclays Bank Plc. backgroundMiss W and Miss B had a joint account with Barclays. This was upgraded to an “Additions” packaged bank account in 2002 and then an “Additions Plus” account in ... (3 pages)View decision -
Decision Reference DRN4360254
17 Sep 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs L complains that she has been an agent of Shop Direct Finance Company Limited (“Shop Direct”) for many years. However, Shop Direct has pursued her personally for a debt after one of her customers failed to pay for a purchase. backgroundShop Direct says Mrs L opened her account in 1... (3 pages)View decision -
Decision Reference DRN-5709714
24 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5709714 The complaint Mr P is unhappy that Aviva Insurance Limited (“Aviva”) declined his claim for a stolen mobile phone. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr P insured his phone through... (3 pages)View decision -
Decision Reference DRN-2902484
29 Oct 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2902484 The complaint K a limited company, complains that Clydesdale Bank Plc unfairly declined its application for a Bounce Back Loan. In bringing this complaint, K is represented by its director, who I refer to as Mr B. What happened In January 2021, K opened a business account with... (3 pages)View decision -
Decision Reference DRN-5909028
16 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5909028 The complaint Mr F has complained about the way his motor insurer, U K Insurance Limited (‘UKI’), dealt with a claim he made on his policy after his car was written off in a non-fault accident. What happened In May 2025, Mr F was involved in an accident after a third party ... (3 pages)View decision -
Decision Reference DRN8104406
15 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland plc, trading as Halifax, won’t refund four transactions taken from his account using his credit card, which he says he didn’t make or authorise.backgroundMr S says that his details were used to sign up to a gaming site in September 2017. At that time, h... (3 pages)View decision -
Decision Reference DRN-1546319
29 Sep 2020 CIS General Insurance Limited Not upheldInsuranceDRN-1546319The complaintMr M complained that the business unfairly avoided his motor insurance policy. He was also represented by his daughter, Miss M. What happenedMr M took out a policy with CIS. After he had an accident, CIS found that the car wasn’t registered in his name but was inste... (3 pages)View decision -
Decision Reference DRN-2818803
14 May 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2818803 The complaint Mrs C complains that penalty charge notices issued on the car she hires under a hire agreement with Mercedes-Benz Financial Services UK Limited (MBFS) were paid by MBFS without her being notified or given the opportunity to appeal. These were then charged to her a... (2 pages)View decision -
Decision Reference DRN-2004478
26 Nov 2020 Leeds Building Society Not upheldMortgagesDRN-2004478 The complaint Mr and Mrs B are unhappy about a mortgage valuation carried out on behalf of Leeds Building Society (LBS). To settle the complaint Mr and Mrs B want LBS to compensate them for their losses, due to the inaccurate valuation and the failure of LBS to progress an appe... (3 pages)View decision