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 DRN8919857
30 Jul 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss T’s unhappy with the way Royal & Sun Alliance Insurance Plc has investigated and dealt with a claim on her motor insurance policy. backgroundMiss T’s car was damaged while parked. A person told her what had happened, provided the other party’s registration an... (2 pages)View decision -
Decision Reference DRN7462362
6 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr D complains about the service received by Bank of Scotland, trading as Halifax. He brings this complaint through his representative Ms W – who also holds a power of attorney.backgroundMs W complained to Halifax when she realised that fraudulent transactions had bee... (2 pages)View decision -
Decision Reference DRN8652655
30 May 2014 Plus500UK Ltd Not upheldInvestment and pensionsMr D complains that Plus500UK Ltd (“Plus500”) closed his trading account without warning and cancelled the profits he had made. backgroundMr D opened a contract for a difference trading account in early 2013, funded the account via a wire transfer and began trading in oil. Over a perio... (2 pages)View decision -
Decision Reference DRN8562339
28 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMiss C complains that Ms D was not allowed to operate her account at Barclays Bank PLC even though Ms D had been made an “appointee” by the Department of Work and Pensions (“DWP”). Ms D brings the complaint on Miss C’s behalf.backgroundMiss C does not have the capacity to manage her ow... (2 pages)View decision -
Decision Reference DRN1257364
24 Oct 2014 Barclays Bank Plc UpheldBanking and creditMiss J complains that Barclays Bank Plc unfairly and unreasonably refused to remove default information it had registered on her credit file in respect of two current account debts.backgroundMiss J says that, over a period of time, she was the victim of an abusive relationship and thi... (2 pages)View decision -
Decision Reference DRN9024288
23 Jul 2015 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr G says Covea Insurance plc wrongly decided his vehicle was a campervan. Because of that, it wouldn’t cover a claim he made on his motor insurance policy.background Mr G’s vehicle is registered as a minibus with the DVLA. It was damaged in an accident in July 20... (2 pages)View decision -
Decision Reference DRN0858798
13 Dec 2013 Banco Santander Totta SA UpheldBanking and creditMs D complains that Banco Santander Totta SA has treated her unfairly in its handling of her mortgage account after it fell into arrears.our initial conclusionsTwo adjudicators considered the complaint. The first didn’t recommend it should be upheld. The second noted that, whilst ther... (2 pages)View decision -
Decision Reference DRN6874561
16 Aug 2013 National Westminster Bank Plc Not upheldBanking and creditMrs O is unhappy with the way National Westminster Bank plc dealt with her account when it was accessed by a third party fraudster. She is concerned with the bank’s security measures, which she considers inadequate. Mrs O feels National Westminster should have noticed the fraudst... (2 pages)View decision -
Decision Reference DRN-5433507
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5433507 The complaint Mr W complains about how his insurer, U K Insurance Limited (UKI) valued his vehicle as a total loss following a collision. Any reference to UKI in this decision includes their agents. What happened In June 2024 Mr W’s vehicle, being driven by his wife, was h... (6 pages)View decision -
Decision Reference DRN-5644986
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5644986 The complaint Miss W complains about delays in U K Insurance Limited (‘UKI’) dealing with a claim made on her car insurance policy. What happened Miss W was involved in an accident with a foreign lorry in September 2022. So, she contacted UKI to make a claim. Following the... (5 pages)View decision
