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 DRN5610131
10 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This is a complaint that The Royal Bank of Scotland Plc (RBS) mis-sold payment protection insurance (PPI) to Mr M. backgroundThis complaint is about a credit card PPI policy taken out in 2000. RBS sold Mr M the policy at the same time that he applied for the card.Our adjudicator didn’t rec... (2 pages)View decision -
Decision Reference DRN6538745
3 Dec 2014 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr M complains that Swinton Group Ltd continued to send him marketing information after he repeatedly opted out. He seeks an apology and compensation for his expenses and inconvenience.backgroundMr M obtained a quote for motor insurance from Swinton in 2012 but did not accept it. He then... (2 pages)View decision -
Decision Reference DRN9649788
11 Feb 2020 TSB Bank plc Not upheldBanking and creditMr M1 on behalf of Mr M2 complains about how TSB Bank plc dealt with registration of a Lasting Power of Attorney (LPA) on Mr M2’s account.backgroundMr M1 holds LPA for his brother Mr M2. Mr M1 and his partner made attempts in October 2018 to register that LPA on his brother’s TSB account. ... (2 pages)View decision -
Decision Reference DRN-2424797
17 May 2021 Calpe Insurance Company Limited Not upheldInsuranceDRN-2424797 The complaint Mr S complains that Calpe Insurance Company Limited didn’t offer him a payment for his stolen car when he made a claim on his motor insurance policy. What happened Mr S bought the policy in May 2019 and reported the car stolen two months later. He says Calpe would... (2 pages)View decision -
Decision Reference DRN1706220
12 Nov 2018 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr A has complained that Carole Nash Insurance Consultants Ltd have wrongly recorded an accident on his motor insurance policy documents.backgroundMr A has a ‘Six Wheel’ motor policy, which provides insurance for both his car and his motorbike together and it’s prov... (2 pages)View decision -
Decision Reference DRN8573020
25 Sep 2015 Capital One (Europe) plc Not upheldBanking and creditMiss J complains that Capital One (Europe) plc (“Capital One”) won’t refund her two disputed transactions on her credit card that she says she didn’t make or authorise. background Miss J says she didn’t use her credit card for online purchases on 7 and 14 April 2015.... (2 pages)View decision -
Decision Reference DRN0113868
2 Feb 2018 Experian Limited Not upheldBanking and creditMr G complains that Experian Limited (Experian) wrongly recorded information on his credit file. Experian corrected the mistakes and offered him compensation. Mr G didn’t think this was enough.background Mr G complained to Experian when he noticed things wrong on his cr... (2 pages)View decision -
Decision Reference DRN-3415424
28 Apr 2022 Experian Limited Not upheldConsumer CreditDRN-3415424 The complaint Mr M complains that Experian Limited mis-sold its Credit Expert service. What happened Mr M has told us he paid a monthly fee for Experian’s Credit Expert service for around 12 to 18 months. Last year, Mr M complained to Experian after he found accounts weren’t ap... (2 pages)View decision -
Decision Reference DRN9699480
27 Jun 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss B and her representative are unhappy with the way Aviva Insurance Limited has recorded an incident as a fault claim on her motor insurance record.backgroundMiss B was involved in an accident while stationary at traffic lights. She provided the details of the other vehicle’s registrati... (2 pages)View decision -
Decision Reference DRN0326673
14 May 2014 Tesco Personal Finance PLC Not upheldBanking and creditMr B complains that Tesco Personal Finance plc failed to deal properly with him following a fraudulent transaction being made on his credit card account.backgroundMr B held a credit card with Tesco. A fraudulent transaction of £1,200 was made on the account, which resulted in Mr B havi... (2 pages)View decision
