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 4196 results
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Decision Reference DRN-3577151
4 Jul 2022 Novia Financial Plc Not upheldPensions and AnnuitiesDRN-3577151 The complaint Mr B’s representative has complained, on his behalf, that due to errors made by Novia Financial Plc, there was a delay in investing cash held in Mr B’s Self Invested Personal Pension (SIPP). What happened Mr B intended to invest some of his SIPP funds into the Sco... (3 pages)View decision -
Decision Reference DRN-2933727
27 Jul 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2933727 The complaint Ms C complains that Royal & Sun Alliance Insurance plc mishandled her claim on a motor insurance policy. What happened On 8 January 2018, Ms C got a new vehicle on a lease agreement with a lease company. She had to make lease payments of about £300.00 per mont... (6 pages)View decision -
Decision Reference DRN9024288
23 Jul 2015 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr G says Covea Insurance plc wrongly decided his vehicle was a campervan. Because of that, it wouldn’t cover a claim he made on his motor insurance policy.background Mr G’s vehicle is registered as a minibus with the DVLA. It was damaged in an accident in July 20... (2 pages)View decision -
Decision Reference DRN6874561
16 Aug 2013 National Westminster Bank Plc Not upheldBanking and creditMrs O is unhappy with the way National Westminster Bank plc dealt with her account when it was accessed by a third party fraudster. She is concerned with the bank’s security measures, which she considers inadequate. Mrs O feels National Westminster should have noticed the fraudst... (2 pages)View decision -
Decision Reference DRN0858798
13 Dec 2013 Banco Santander Totta SA UpheldBanking and creditMs D complains that Banco Santander Totta SA has treated her unfairly in its handling of her mortgage account after it fell into arrears.our initial conclusionsTwo adjudicators considered the complaint. The first didn’t recommend it should be upheld. The second noted that, whilst ther... (2 pages)View decision -
Decision Reference DRN1813880
18 Feb 2015 Barclays Bank Plc UpheldBanking and creditMr T complains about default information Barclays Bank Plc (trading as Barclaycard) recorded on his credit file in May 2010. He believes the date of default should be recorded earlier, when he first received notification in December 2009. Barclaycard acknowledges that it sent Mr T... (2 pages)View decision -
Decision Reference DRN4120477
30 Sep 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr B complains that The Royal Bank of Scotland Plc (“RBS”) failed to credit a payment to his credit card which affected his credit profile and in turn his ability to obtain credit elsewhere.Mr B is a director of a limited company and this complaint is linked to a separate complaint by ... (2 pages)View decision -
Decision Reference DRN3203635
8 Feb 2018 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Miss S is un happy with the way Markerstudy Insurance Company Limited has dealt with a claim on her motor insurance policy. backgroundA third party alleged Miss S was involved in an accident in February 2017 with a bus. A passenger on the bus has lodged a personal ... (2 pages)View decision -
Decision Reference DRN9868602
15 May 2018 Astrenska Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that Astrenska Insurance Limited (“Astrenska”) will not reimburse him (under his home emergency policy) the £160 he incurred in having repairs done to his toilet.backgroundMr J has a home emergency policy with Astrenska. In January 2018 Mr J reported to... (2 pages)View decision -
Decision Reference DRN-2853184
15 Sep 2021 First Underwriting Limited Not upheldInsuranceDRN-2853184 The complaint Mr M complains that First Underwriting Limited should pay his claim on a motor insurance policy. What happened The subject matter of this complaint is a luxury SUV with a “65” registration plate. In October 2019, a dealer supplied the vehicle to Mr M. He had the v... (2 pages)View decision
