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 4196 results
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Decision Reference DRN8730595
2 Feb 2016 Clydesdale Financial Services Limited Not upheldBanking and creditMrs P complains that she was mis-sold a caravan which she got under a conditional sale agreement with Clydesdale Financial Services Limited (trading as Barclays Partner Finance). background Mrs P got the caravan in 2013. The agreement says it has a registration date in 2... (2 pages)View decision -
Decision Reference DRN5048585
12 Feb 2016 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc unfairly registered a default on his credit card account.backgroundIn December 2013, Mr H closed his bank account with HSBC but kept a credit card account he had with the bank. Mr H arranged for direct debit repayments to be made ... (2 pages)View decision -
Decision Reference DRN1830483
14 Jun 2013 The Royal Bank of Scotland Plc UpheldBanking and creditMr and Mrs Q complain that The Royal Bank of Scotland plc unfairly registered a default on their credit records.backgroundMr and Mrs Q had an overdraft with RBS. The balance on their joint account was often in excess of the limit. In June 2009 RBS issued a notice of default as the ac... (2 pages)View decision -
Decision Reference DRN1341348
12 Dec 2014 Nationwide Building Society Not upheldBanking and creditMr and Mrs G complain that Nationwide Building Society has lost the title deeds to their property and instead of admitting its error it has claimed it never held the deeds.our initial conclusionsOur adjudicator did not recommend that Mr and Mrs G’s complaint should be upheld. Sh... (2 pages)View decision -
Decision Reference DRN-2292418
15 Feb 2021 Allianz Insurance Plc Not upheldInsuranceDRN-2292418 The complaint Mr B complains about how Allianz Insurance Plc’s dealt with his claim against his motor trader insurance policy. Mr B has been represented for the claim and complaint by his wife Mrs B. For simplicity I’ve referred to the actions of the representative as being tho... (2 pages)View decision -
Decision Reference DRN2270974
28 Oct 2019 OneSavings Bank Plc Not upheldBanking and creditMr G complains that OneSavings Bank Plc (which I’ll call OSB) didn’t treat him fairly when it defaulted two loans. backgroundMr G had two loans with OSB (which was then Kent Reliance). He had been on a repayment plan for some time, paying a nominal amount each month. OSB has explained tha... (2 pages)View decision -
Decision Reference DRN-3952312
15 Feb 2023 Haven Insurance Company Limited Not upheldInsuranceDRN-3952312 The complaint Mr C says Haven Insurance Company Limited wrongly settled a claim against the insurance policy he’d taken out with it for his van and provided poor service. What happened Haven was advised by another driver’s insurer that Mr C’s van had damaged it in a petrol stat... (2 pages)View decision -
Decision Reference DRN6117484
9 Jun 2015 London General Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains about the way London General Insurance Company Limited dealt with a mobile phone insurance claim.backgroundMr H had to deal with a number of different companies and I appreciate this may have been confusing. In this decision I can only look at what Lon... (2 pages)View decision -
Decision Reference DRN-4970253
16 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4970253 The complaint Mr P has complained that esure Insurance Limited unreasonably cancelled his motor policy following a claim. What happened Mr P insured his car with esure from June 2023. Sadly, in July 2023 his car caught fire and was eventually deemed a total loss. Mr P bough... (9 pages)View decision -
Decision Reference DRN-4340340
29 Nov 2023 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4340340 The complaint Mrs H complains that Mulsanne Insurance Company Limited should pay her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a luxury sports utility vehicle, first registered in 2020. Mrs H had acquired the vehicle... (2 pages)View decision
