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 4282 results
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Decision Reference DRN6248086
11 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Ms D complains that Admiral Insurance Company Limited made a mistake when it settled a claim against her motor insurance policy and recorded it as a fault.backgroundA third party contacted Admiral and said its vehicle had been hit by Ms D’s car while it was parked. Ms D said she was not... (2 pages)View decision -
Decision Reference DRN-2961538
9 Aug 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2961538 The complaint Mrs V complains that Nationwide Building Society has failed to comply with her instructions as set out in a Lasting Power of Attorney (LPA). Mrs V has appointed two attorneys jointly to manage her affairs. The attorneys are represented by a firm of solicitors. In ... (10 pages)View decision -
Decision Reference DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 pages)View decision -
Decision Reference DRN8458772
15 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMs M has complained that Barclays Bank Plc (“Barclays”) mis-sold her a Graduate Additions packaged bank account in 2006.backgroundTwo of our adjudicators have looked into Ms M’s complaint already and they didn’t think that Barclays mis-sold the Graduate Additions account... (3 pages)View decision -
Decision Reference DRN-3707417
29 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3707417 The complaint Ms B complains that Transunion International UK Limited (Transunion) was displaying incorrect information on her credit file and they failed to act on it when she notified them. What happened Ms B was a guarantor for a loan her son took out with a company I’ll cal... (3 pages)View decision -
Decision Reference DRN-3796686
15 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3796686 The complaint Mr T has complained that when he registered for online banking with Nationwide Building Society (“Nationwide”) in January 2020, the statements issued for his credit card account were switched to being paperless without his consent. Mr T says that he relied on rece... (3 pages)View decision -
Decision Reference DRN-4938196
4 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4938196 The complaint Mr O complains that TSB Bank plc has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file. What happened Mr O had a current bank account with TSB. In July 2023 Mr O applied online to open a savings account with TSB.... (3 pages)View decision -
Decision Reference DRN-4767546
25 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4767546 The complaint Mr M complains that Clydesdale Bank Plc (‘Clydesdale’) won’t refund the money he lost when he fell victim to a scam. What happened Mr M says that he came across an investment opportunity with a company I’ll refer to in this decision as K. K offered fixed term ... (3 pages)View decision -
Decision Reference DRN-3970968
16 Feb 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-3970968 The complaint Mr G is unhappy Advantage Insurance Company Limited (Advantage) declined his claim and avoided his policy. What happened Mr G had a motor insurance policy with Advantage which he applied for via a price comparison website. In February 2022 his car was stolen, so h... (3 pages)View decision -
Decision Reference DRN9188887
8 Mar 2016 Clydesdale Bank Plc UpheldBanking and creditMr A has complained that Clydesdale Bank Plc (trading as Yorkshire Bank, but referred to as Clydesdale in this decision) mis-sold a signature packaged bank account to him in 2009. He paid a monthly fee for the account and received several benefits in return.Mr A has u... (3 pages)View decision
