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 DRN4481055
25 Aug 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about Admiral Insurance Company Limited’s (“Admiral”) valuation of their car after they claimed on their motor insurance policy.backgroundMr and Mrs C claimed after their car was stolen. Admiral offered them a settlement figure of £17,740, for ... (2 pages)View decision -
Decision Reference DRN6853227
8 Dec 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs M’s complained that Advantage Insurance Company Limited recorded two claims against her motor insurance policy instead of one. This has increased her premiums. backgroundMr M is a named driver on his wife’s policy. He was involved in an accident which led to a con... (2 pages)View decision -
Decision Reference DRN6370414
11 Dec 2014 Usman International UK Ltd UpheldBanking and creditMr J has complained that Usman International UK Ltd did not send the money he requested to an overseas destination. And when that was never successfully delivered, he was never refunded.backgroundIn October 2012, Mr J deposited a cheque for £5,000 at an agent of Usman International UK ... (2 pages)View decision -
Decision Reference DRN-1672621
1 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1672621 The complaintMrs S is unhappy with her insurers Royal and Sun Alliance Insurance PLC (RSA) who declined to remove a marker on her home insurance policy. What happenedIn 2017 Mrs S lost a piece of jewellery. She contacted RSA to see if she could make a claim. She was told by the... (2 pages)View decision -
Decision Reference DRN4997196
12 Aug 2019 Insure The Box Limited Not upheldInsurance (excluding PPI)Miss H complains that Insure The Box Limited cancelled her motor insurance policy without notifying her.backgroundMiss H took the policy out on 22 March 2019. Insure The Box wrote to Miss H four days later saying she needed to provide documents and other information by 2 April 2019 or the ... (2 pages)View decision -
Decision Reference DRN-3631259
19 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3631259 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard didn’t close his credit card account correctly. He continued to receive statements and was able to access the account online. He asks for an apology and to be properly compensated. What happened Barcl... (2 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-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 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-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
