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 4569 results
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Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 pages)View decision -
Decision Reference DRN9170712
28 Aug 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in September 2006. Mrs A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator initially concluded that the policy was ... (4 pages)View decision -
Decision Reference DRN-5113995
31 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5113995 The complaint Mr W and X complain that Nationwide Building Society (“Nationwide”) failed to protect their account leading to unnecessary stress and inconvenience. What happened Mr W is the principal person involved with this complaint, so where appropriate, I’ll refer to him... (4 pages)View decision -
Decision Reference DRN-4948409
9 Apr 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4948409 The complaint Mr N is complaining that Santander Consumer (UK) Plc (“SCF”) misrepresented a vehicle they supplied to him. What happened In April 2021, Mr N entered into a conditional sale agreement with SCF to acquire a car. The agreement states the deposit was £2,201 and Mr... (4 pages)View decision -
Decision Reference DRN-3947521
24 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3947521 The complaint Mr O complains that when his stationary car was hit by another driver esure Insurance Limited recorded this as a fault claim, he lost years of his no claims discount (NCD), and his insurance premiums increased. He wants esure to remove the reference to a fault cla... (4 pages)View decision -
Decision Reference DRN3526794
19 Mar 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Miss V and Mrs V have complained about the way CIS General Insurance Limited dealt with a claim Miss V - as a named driver - made under Mrs V’s car insurance policy. backgroundMiss V made two claims under Mrs V’s policy to CIS: in February and March 2018. Miss V made ... (4 pages)View decision -
Decision Reference DRN7569377
19 Mar 2020 Specialist Motor Finance Limited UpheldBanking and creditMr M complains that the vehicle he acquired through a hire purchase agreement financed by Specialist Motor Finance Limited was misrepresented. He wants to reject the vehicle and end the agreement.backgroundMr M tells us he acquired the vehicle in February 2019. Prior to supply he says he’d... (4 pages)View decision -
Decision Reference DRN6735088
19 Oct 2015 Octagon Insurance Company Limited UpheldInsurance (excluding PPI)Ms Y has complained about the amount Octagon Insurance Company Limited offered her for the market value of her car when she made a claim under her motor policy following an accident.backgroundMs Y was involved in an accident and reported it to Octagon. It offered ... (4 pages)View decision -
Decision Reference DRN8324708
13 Feb 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained that Acromas Insurance Company Limited has refused to pay a claim he made on his motor breakdown insurance policy. All references to Acromas include its agents. backgroundI issued a provisional decision on this complaint earlier this month. An extra... (4 pages)View decision -
Decision Reference DRN-4401417
17 Oct 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4401417 The complaint Mr H complains that HSBC UK Bank Plc said it couldn’t find the deeds of his house, then an unregistered property. Mr H instructed a legal firm to register the house without deeds, and asked HSBC to pay. HSBC then found the deeds and said it wouldn’t pay for the wo... (4 pages)View decision
