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 DRN6072999
18 Mar 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)Miss T complains that Zurich Insurance plc wrongly cancelled her motor insurance policy without telling her. She should receive a refund of the whole of her annual premium, she says.backgroundA broker acted as intermediary between Miss T and Zurich. She purchased an... (3 pages)View decision -
Decision Reference DRN-5864991
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864991 The complaint Mr W is unhappy with Revolut Ltd. Mr W said Revolut failed to protect him from significant financial harm from his compulsive gambling transactions. What happened During the early part of 2025 Mr W carried out numerous gambling transactions. He said he hadn’t... (3 pages)View decision -
Decision Reference DRN-4498923
8 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498923 The complaint Mrs M has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened During a day in spring 2023, over £5,000 worth of bank transfers were made from Mrs M’s Lloyds current account to another account, us... (3 pages)View decision -
Decision Reference DRN2900908
18 Jan 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains that Ageas Insurance Limited should pay her claim on a motor insurance policy.backgroundMs M reported to her insurer that - six months previously - her vehicle had broken down shortly after she refuelled it. She complained that her insurer wouldn’t ... (2 pages)View decision -
Decision Reference DRN8064813
9 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr A says Lloyds Bank PLC (“Lloyds”) mis-sold him a Gold packaged bank account. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundWhen it looked at Mr A’s complaint, Lloyds agreed it had mis-sold the Gold account and offered a refund of th... (1 page)View decision -
Decision Reference DRN6888553
18 Apr 2019 Close Brothers Limited UpheldBanking and creditMr and Mrs B, represented by Ms B, complain Close Brothers Limited didn’t handle the rejection of their vehicle that was subject to a hire purchase agreement (HPA) correctly and have not compensated them fully for the issues that arose.background Mr and Mrs B entered ... (4 pages)View decision -
Decision Reference DRN-5748439
2 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5748439 The complaint Mr A is unhappy with the car supplied under the hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera). When I refer to what Mr A and Alphera have said or did, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)View decision -
Decision Reference DRN2923578
24 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC closed his current account and registered a fraud prevention marker against him without due cause.BackgroundIn 2016 Mr M connected with another individual, who we’ll call Mr A, through a website designed to connect investors with entrepreneurs. They... (3 pages)View decision -
Decision Reference DRN3035752
19 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank plc negligently allowed a fraudster to obtain a bank card and overdraft facilities on his account, which were then used to make fraudulent cash withdrawals. backgroundMr J’s debit card was reported as damaged, and a replacement requested. ... (3 pages)View decision