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 652 results
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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 DRN-3339588
16 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3339588 The complaint Mrs M complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to her the money that she paid for some holiday club points. Mrs M is being represented in this complaint by a professional adviser. What happened Mrs M and her husband had some holida... (3 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 -
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-4493188
4 Dec 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4493188 The complaint Mr M complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to him the money that he paid for an introductory membership of a holiday club. His wife is also involved in his complaint and he’s being represented by a claims management company. Wha... (3 pages)View decision -
Decision Reference DRN-5831576
30 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5831576 The complaint Miss M complains that a car that was supplied to her under a conditional sale agreement with Moneybarn No.1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. What happened A used car was supplied to Miss M under a conditional sale agreement with Mo... (3 pages)View decision -
Decision Reference DRN-5268275
10 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5268275 The complaint Mr O complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr O under a conditional sale... (3 pages)View decision -
Decision Reference DRN-5435342
28 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5435342 The complaint Mr W had a bank account and credit card with Lloyds Bank plc. Lloyds changed the address on Mr W’s accounts without his authority, then closed the bank account. Mr W finds this unacceptable, wants an explanation and additional compensation. What happened Mr W c... (4 pages)View decision -
Decision Reference DRN-3583119
6 Jun 2023 MBNA Limited Not upheldBanking and PaymentsDRN-3583119 The complaint Mr M complains that MBNA Limited 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 M and his wife entered into a purchase agreement in Octobe... (4 pages)View decision