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 DRN3695457
24 Apr 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about the valuation U K Insurance Limited (“UKI”) placed on his car after it was declared a total loss. He believes the pre-accident value of his car was £2,000 and not the £1,600 he has been offered and paid.backgroundUKI offered and paid Mr K what ... (1 page)View decision -
Decision Reference DRN1977886
8 Mar 2019 Lloyds Bank PLC Not upheldBanking and creditMrs R, through a Claims Management Company (“CMC”) has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her three packaged bank accounts - a Premier account in 2006, a Platinum account in 2008 and a Premier account in 2010. Mrs R has said that she was told th... (2 pages)View decision -
Decision Reference DRN2226368
24 Jul 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr D says The Royal Bank of Scotland plc mis-sold him a payment protection insurance (PPI) policy. backgroundMr D took out PPI when he applied for a credit card by post in 2001. It provided him with cover against accident, sickness and unemployment.Our adjudicator did... (2 pages)View decision -
Decision Reference DRN-5135978
5 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5135978 The complaint Mr M complains that HSBC UK Bank Plc blocked and closed his account and that it placed a CIFAS marker against his name. What happened Mr M had an account with HSBC, which was closed when he reported fraud on it. He opened a new account in August 2023. In Septem... (2 pages)View decision -
Decision Reference DRN6869121
11 Aug 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that UK Insurance Limited (“UKI”) didn’t obtain CCTV footage about an accident involving his car. He says also their investigation of this matter caused him distress.backgroundMr R’s car was damaged in an accident. He asked UKI to obtain CCTV footage,... (2 pages)View decision -
Decision Reference DRN2581370
18 Dec 2017 Callcredit Limited Not upheldBanking and creditMr P complains that he’s changed him name but Callcredit Limited hasn’t linked the credit file in his former name with his new name. backgroundMr P complained to Callcredit earlier this year that he’d changed his name but it hadn't linked the credit file in his ol... (2 pages)View decision -
Decision Reference DRN-1991217
23 Jul 2020 esure Insurance Limited Not upheldInsuranceDRN-1991217 The complaintMr A complains that esure Insurance Limited is involved with incorrectly recording that his car has been written off when it hasn’t been. What happenedWhen Mr A tried to sell his car a dealer told him his insurer had recorded the car as having been written off. He... (2 pages)View decision -
Decision Reference DRN-5298849
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5298849 The complaint Mr L has complained about an excess mileage charge, following the end of his car finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened Mr L entered into a hire agreement for a new car. He ret... (2 pages)View decision -
Decision Reference DRN-4721627
29 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721627 The complaint Mr A complains about how NewDay Ltd administered his credit card account. What happened Mr A held a credit card with NewDay. In January 2022, NewDay sent Mr A a default notice. It did so because it said he hadn’t made at least the minimum contractual repayment to... (3 pages)View decision -
Decision Reference DRN-4922162
22 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4922162 The complaint Mr and Mrs G have complained about their car insurer Ageas Insurance Limited, they feel the settlement it paid to them after their car was written-off was too low. The policy is in the name of Mrs G, with Mr G as a named driver. For ease of reading through the... (3 pages)View decision
