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 634 results
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Decision Reference DRN9344329
2 Oct 2015 Santander UK Plc UpheldInvestment and pensionsMr and Mrs R complain Santander failed to contact them about the decreasing term assurance (DTA) they took out to cover their mortgage because it did not have their correct address. And because of this they didn’t cancel the policy earlier and paid the premiums fo... (2 pages)View decision -
Decision Reference DRN5845540
8 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs M complains on behalf of herself and her husband that Lloyds Bank PLC processed a cheque even though there insufficient funds in the account.backgroundMrs M issued two cheques – one for £4,500 and the other for £4,000 from hers and her husband’s joint account. She says she felt under p... (2 pages)View decision -
Decision Reference DRN8246997
8 Nov 2017 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr B complains about the annual mileage and guaranteed future value under his hire purchase agreement with Mercedes-Benz Financial Services UK Limited. He’s being helped with his complaint by his partner.backgroundA new car was supplied to Mr B under a hire purchase ag... (2 pages)View decision -
Decision Reference DRN-5598796
11 Jun 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5598796 The complaint Mrs T’s complained that Co-op Funeral Plans Limited cancelled her pre-paid funeral plan without her knowledge and refunded what she’d paid to her former partner. What happened Mrs T and her former partner each bought a pre-paid funeral plan towards the end of 2... (3 pages)View decision -
Decision Reference DRN2364641
2 Aug 2013 Swiftcover Insurance Services Limited UpheldInsurance (excluding PPI)Mr R has complained that following the theft of his car, Swiftcover Insurance Services Limited (Swiftcover) voided his motor policy from inception and refused his claim for his stolen car. backgroundMr R took out his policy on line in September 2011 and believed that his No Claims Bonus... (3 pages)View decision -
Decision Reference DRN2591832
16 Apr 2014 Barclays Bank Plc Not upheldBanking and creditMr J complains that Barclays Bank Plc has refused to refund two disputed withdrawals from his account. Mr J wants Barclays to refund the money and pay him interest and compensation. Mr J is assisted in his complaint by his mother, Mrs K.backgroundDates and times are central to this co... (3 pages)View decision -
Decision Reference DRN-2706660
22 Mar 2021 Mortgage Express Not upheldMortgagesDRN-2706660 The complaint Mr O complains about his buy-to-let (“BTL”) mortgage with Mortgage Express. Mr O is unhappy that Mortgage Express appointed a Law of Property Act Receiver (“Receiver”) and then took his property into possession. He would like the property returned to his control s... (4 pages)View decision -
Decision Reference DRN-3524051
20 Sep 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3524051 The complaint Mr M complains that National Westminster Bank plc won’t refund to him the money that he paid for a holiday right. His wife is also involved in his complaint and he’s being represented by a claims management company. What happened Mr M and his wife entered into a s... (4 pages)View decision -
Decision Reference DRN-3610479
18 Dec 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3610479 The complaint Mrs B complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to her the money that she paid to a holiday company. She’s being represented in her complaint by a claims management company. What happened Mrs B entered into a purchase and sale agree... (3 pages)View decision -
Decision Reference DRN-3583166
7 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3583166 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr C and his wife entered in... (4 pages)View decision
