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 4361 results
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Decision Reference DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 pages)View decision -
Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision -
Decision Reference DRN-1926698
1 Feb 2021 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-1926698 The complaint Mr D complains that Carnegie Consumer Finance Limited won’t refund to him the money that he’s claimed for an electrician’s training course that he paid for using a fixed sum loan agreement and that it won’t cancel the loan agreement. He’s being helped with his com... (3 pages)View decision -
Decision Reference DRN-5192759
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192759 The complaint Mr W is unhappy with Admiral Insurance (Gibraltar) Limited’s correspondence with him when they wrongly told him his vehicle had been involved in an accident. What happened On 31 July 2024, Mr W received an email from Admiral which said they’d been notified of ... (2 pages)View decision -
Decision Reference DRN0716330
23 Sep 2014 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains about the way in which Aviva Insurance Limited handled a claim she made under her motor policy after her car was involved in a collision. She would like to be properly compensated for the problems she experienced as a result of Aviva’s delay and its failure to tell he... (2 pages)View decision -
Decision Reference DRN3700278
19 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMr E complains, on behalf of an organisation B, that Lloyds Bank plc (trading as TSB) didn’t transfer B’s account to TSB Bank plc as agreed. And B can’t use its local branch as a result. backgroundIn 2013 Lloyds TSB plc carried out a major re-structure to de-merge and create a ne... (2 pages)View decision -
Decision Reference DRN4366537
12 Jun 2017 Financial Administration Services Limited UpheldInvestment and pensionsMr C is complaining about Financial Administration Services Limited (trading as Fidelity) because it cashed some of his investments when he applied to transfer them from another platform, rather than transferring them in-specie as he requested.background In 2016, Mr C... (6 pages)View decision -
Decision Reference DRN2504955
30 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc lost the title deeds to their property. They are asking Barclays to pay to have the deeds reinstated.our initial conclusionsOur adjudicator noted Barclays had offered £300 compensation to Mr and Mrs B for any trouble ... (2 pages)View decision -
Decision Reference DRN-4965581
11 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4965581 The complaint Mr U complains about his motor insurance policy with U K Insurance Limited. Reference to UKI includes its agents. What happened In summary, in November 2023, Mr U took out a motor insurance policy underwritten by UKI. Some months later, Mr U planned to change ... (3 pages)View decision -
Decision Reference DRN8174877
22 Jan 2014 FirstRand Bank Limited UpheldBanking and creditMr A complains about a car he bought through a hire purchase agreement with FirstRand Bank Limited. He says the car was sold to him with a number of faults which meant the car was illegal and could not be driven. There were also problems with the registration papers for the car and the... (10 pages)View decision
