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 4790 results
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Decision Reference DRN2394263
30 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr O has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Premier Life packaged bank account in 2011.Mr O has used a Claims Management Company (“CMC”) to bring this complaint to us. backgroundOne of our adjudicators has looked into Mr O’s complaint already... (3 pages)View decision -
Decision Reference DRN-3159533
1 Dec 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3159533 The complaint Miss T had motor insurance with Admiral Insurance Company Limited (Admiral). She complains about the value Admiral put on her car when it was deemed a “total loss” or write off. What happened Miss T’s car was written off following an accident. Admiral valued the c... (4 pages)View decision -
Decision Reference DRN1583829
29 Jun 2017 Mazars Financial Planning Limited Not upheldInvestment and pensionsMr R has complained that he was given poor advice by Mazars Financial Planning Limited (“Mazars”) about his pension that’s led to him paying more tax.backgroundFollowing changes to pension rules in 2006, Mr R was given advice from Mazars to apply for enhanced protection... (3 pages)View decision -
Decision Reference DRN-5051634
30 Sep 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5051634 The complaint Mrs H is unhappy with the way Volkswagen Financial Services (UK) Limited trading as Audi Financial Services compensated her after she acquired a faulty vehicle through a hire purchase agreement. What happened Mrs H obtained a brand new car from Volkswagen on 25... (4 pages)View decision -
Decision Reference DRN4877471
15 May 2019 Metro Bank PLC UpheldBanking and creditMr J, sole director of a limited company ‘E’, complains that an international payment made from E’s account with Metro Bank PLC did not reach its intended recipient. And the bank failed to explain why.backgroundI sent my provisional decision to both parties on 24 April... (5 pages)View decision -
Decision Reference DRN7231827
24 Jun 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr C and his sister complain that Tesco Underwriting Limited treated a motor insurance policy as void.background The policy was in the name of Mr C’s sister. Mr C was a named driver. After he reported a number of incidents, Tesco said that it was treating the policy as void because he... (2 pages)View decision -
Decision Reference DRN6515912
13 Nov 2015 Hillesden Securities Limited Not upheldBanking and creditMr D and Miss S complain that Hillesden Securities Limited unfairly registered a default on their credit files in respect of a debt. Mr D has dealt with the complaint on behalf of them both.backgroundThe debt owed by Mr D and Miss S was in respect of an accoun... (2 pages)View decision -
Decision Reference DRN-3979987
3 Aug 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3979987 The complaint Mr A complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund money he lost after falling victim to a scam. What happened Mr A says that he was looking to buy a car and found one advertised on a genuine automotive marketplace. The car was being sold by a... (4 pages)View decision -
Decision Reference DRN-4198630
11 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4198630 The complaint Mr H, as sole Lasting Power of Attorney (LPA) for Mr C, complains that Nationwide Building Society refused to re-instate an overdraft on Mr C’s account that Mr H had removed in error. Mr H says Mr C’s account was registered at Mr H’s address and despite a request ... (3 pages)View decision -
Decision Reference DRN3680411
4 Nov 2019 Suzuki Financial Services Limited Not upheldBanking and creditMr D complains that Suzuki Financial Services Limited (“Suzuki”) provided him with a different vehicle model than he’d agreed to and that they didn’t tell him about the mileage limits on the agreement. background Mr D took receipt of a new car in May 2015. He financed the deal through a hi... (4 pages)View decision