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 4569 results
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Decision Reference DRN4374249
23 Jan 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (RSA) hasn’t returned his excess after a non-fault claim made on his motor insurance policy. He’s also unhappy with its level of customer service and delays in handling the claim.backgroundMr B sais he was in... (2 pages)View decision -
Decision Reference DRN9259503
4 Feb 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs A have complained about Admiral Insurance Company Limited’s handling of a third party’s claim against under their motor policy.backgroundI issued a provisional decision on 19 January 2015 where I was minded to uphold this complaint and require that Admiral paid Mr and Mrs A... (2 pages)View decision -
Decision Reference DRN-4580292
1 May 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4580292 The complaint Mr P complains about American Express Services Europe Limited (AESEL) unfairly refusing him access to a promotional offer on his credit card account. What happened Mr P made a purchase using his credit card on 7 September 2023 and expected to benefit from an offer... (2 pages)View decision -
Decision Reference DRN1777950
29 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr R complains that HSBC Bank Plc, trading as first direct, will not take responsibility for delay’s he experienced in receiving cashback payments.backgroundMr R complained to first direct about the cashback delays but he says he was told to contact the card scheme o... (2 pages)View decision -
Decision Reference DRN4380713
17 Feb 2015 GE Money Home Lending Limited UpheldBanking and creditMr B complains that GE Money Home Lending Limited reporting of his mortgage with credit reference agencies (CRAs) as being in default does not accurately reflect the true position.our initial conclusionsThe adjudicator recommended the complaint be upheld. Although GE took possession... (2 pages)View decision -
Decision Reference DRN-3347694
6 Apr 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3347694 The complaint X complains that she did not give her consent to Nationwide Building Society (Nationwide) upgrading her account to a fee-paying Flex Plus Account (FPA) in 2017. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN1876402
23 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr Q complains that Tesco Underwriting Limited cancelled his motor insurance policy.backgroundMr Q dealt with a letter from Tesco asking for proof of his no claims discount (NCD). But he says he did not receive letters asking him for further information. Tesco sent a seven-day notice ... (2 pages)View decision -
Decision Reference DRN8877016
28 Aug 2013 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that CIS General Insurance Limited (CIS) settled a claim made against his motor insurance policy unfairly, as he was not involved in the incident in question.backgroundCIS was informed by a third party that Mr C had driven his vehicle into the back of the third party’s st... (1 page)View decision -
Decision Reference DRN9277474
1 Aug 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMiss J complains that Lloyds TSB Bank Plc has unfairly concluded that she was aware that a credit paid into her Individual Savings Account (ISA) with it was not legitimate. Lloyds TSB closed Miss J’s accounts with it and Miss J says that she is now experiencing difficulty opening a new... (2 pages)View decision -
Decision Reference DRN6016793
6 Nov 2014 HSBC Bank plc UpheldBanking and creditMr and Mrs H complain that HSBC Bank Plc lost several documents relating to their property. As a result they have experienced some difficulty in resolving a boundary dispute.our initial conclusionsOur adjudicator considered that HSBC should pay Mr and Mrs H a total of £400 for t... (2 pages)View decision
