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 DRN7537414
21 Aug 2017 HSBC Bank plc UpheldBanking and creditThe estate of the late Mr J through its solicitors M complain that HSBC Bank plc acted unfairly and unreasonably in saying that it didn’t hold the deeds to his property when it did. The estate wants HSBC to compensate for the legal costs caused by its actions ... (3 pages)View decision -
Decision Reference DRN-6048817
17 Feb 2026 MARSH LIMITED UpheldInsuranceDRN-6048817 The complaint Mr L complains about Marsh Ltd trading as Marsh Commercial (“Marsh”) and the sale of his commercial vehicle insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in ... (3 pages)View decision -
Decision Reference DRN1060570
21 Mar 2019 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that Hastings Insurance Services Limited wrongly allowed a motor insurance policy for one of their cars to lapse, leaving them uninsured for several days.backgroundMr and Mrs G insured two cars through Hastings. Policy A, for their first car, wa... (3 pages)View decision -
Decision Reference DRN0169233
26 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs W complain that National Westminster Bank Plc incorrectly registered a default on their credit file and on the wrong date. They also complain that NatWest didn’t accept a payment arrangement to clear an outstanding balance on their account.Mr W is representing... (2 pages)View decision -
Decision Reference DRN1532601
29 May 2013 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK plc did not correctly register the Power of Attorney (POA) he holds for his mother.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. Although Santander has now correctly recorded the POA, he concluded that it ... (2 pages)View decision -
Decision Reference DRN0670941
30 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc mis-sold them a re-mortgage. To resolve their complaint they want the bank to extend the term of the mortgage.backgroundMr and Mrs G took a mortgage with NatWest, to repay their existing mortgage with another lender and other ... (2 pages)View decision -
Decision Reference DRN1606884
24 Jan 2014 Bank of Scotland Plc Not upheldBanking and creditMrs T complains that Bank of Scotland Plc did not register a Power of Attorney (PoA) on her behalf as agreed.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. In her view, Bank of Scotland offered to prepare a PoA for Mrs T when she g... (2 pages)View decision -
Decision Reference DRN-1844216
20 May 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1844216The complaintMrs M complains about a claim made against her under her motor insurance policy she has with Calpe Insurance Company Limited. What happenedOn 17 April 2020 I issued a provisional decision in relation to this complaint. In summary, I thought that Mrs M needed to pay... (3 pages)View decision -
Decision Reference DRN-2099936
19 Aug 2020 Inspop.com Ltd UpheldInsuranceDRN-2099936The complaintMr B complains about the motor insurance policy he took out via Inspop.com Ltd trading asConfused.com.What happenedMr B wanted to take out insurance for his car. He used Confused.com and entered information to generate a number of quotes. He was offered a number of ... (4 pages)View decision -
Decision Reference DRN-5157970
19 May 2025 Threadneedle Investment Services Limited UpheldPensions and AnnuitiesDRN-5157970 The complaint Mr P has complained about delays caused by Threadneedle Investment Services Limited trading as Columbia Threadneedle (“Threadneedle”) selling investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in... (5 pages)View decision