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 375868 results
-
Decision Reference DRN-5746267
26 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5746267 The complaint Ms C and Mr C have complained about the handling and settlement of a claim under a travel insurance policy by AWP P&C S.A. (“AWP”) In this decision references to AWP include authorised agents acting on its behalf. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-5750943
26 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5750943 The complaint Mr J is unhappy that Lloyds Bank PLC gave him incorrect information about the terms of their credit card account. What happened Mr J has a credit account with Lloyds. Mr J’s usage of the account involved paying off the full accrued purchase balance every month ... (3 pages)View decision -
Decision Reference DRN-5346699
26 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5346699 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her mother. What happened A used car was supplied to Miss A under ... (3 pages)View decision -
Decision Reference DRN-5741798
26 Aug 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5741798 The complaint Mrs K complains about the poor service she received from staff of Skipton Building Society (SBS) both over the telephone, and within a visit to a branch. What happened In February 2025 nearing the end of a bond maturity period, Mrs K called SBS to check she co... (3 pages)View decision -
Decision Reference DRN-5729338
26 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5729338 The complaint Mrs L has complained that a recovery agent caused further damage to her car when she sought assistance from U K Insurance Limited trading as Green Flag under a roadside assistance policy. What happened Mrs L contacted Green Flag as her car had a flat battery. G... (3 pages)View decision -
Decision Reference DRN-5772465
26 Aug 2025 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5772465 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with West Bromwich Mortgage Company Limited (WBMC). The mortgaged property was a leasehold flat, which I’ll refer to as Flat 2, in a block where Mr C later acquired another flat, mortg... (9 pages)View decision -
Decision Reference DRN-5314848
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5314848 The complaint Mr N, who is represented, complains that Barclays Bank UK PLC won’t reimburse him his loss after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In November 202... (3 pages)View decision -
Decision Reference DRN-5468240
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5468240 The complaint Mrs D complains that Lloyds Bank PLC won’t refund the money she lost as the result of a scam. Mrs D has been represented in her complaint by a firm of professional representatives. What happened The background to this complaint is well known to the parties, so ... (4 pages)View decision -
Decision Reference DRN-5492454
26 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5492454 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purchase agreement with First Response Finance that... (3 pages)View decision -
Decision Reference DRN-5763454
26 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5763454 The complaint Mr S complains about how Advantage Insurance Company Limited dealt with a claim against his motor insurance policy. Reference to Advantage includes its agents. What happened Mr S had a motor insurance policy underwritten by Advantage. Mr S’ son, who was a name... (5 pages)View decision
