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 DRN1245262
19 Jun 2017 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy that Amtrust Europe Limited turned down a claim for a lost mobile phone under her gadget insurance policy. backgroundIn January 2017, Mrs G bought a gadget insurance policy that provides cover for electronics including mobile phones. The policy cover... (2 pages)View decision -
Decision Reference DRN2649567
9 Oct 2014 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C complains that Liverpool Victoria Assurance Company Limited (LV) cancelled his motor insurance policy.backgroundOn 18 December 2012, LV sent Mr C a letter by recorded delivery asking him to supply copies of the registration document for his car, his driving licence and a household u... (2 pages)View decision -
Decision Reference DRN2599471
25 May 2016 Northern Bank Limited Not upheldBanking and creditMr and Mrs H complain that Northern Bank Limited trading as Danske Bank (“Danske”) misled them about the costs of remortgaging. They want compensation for the extra legal costs.backgroundMr and Mrs H wanted to remortgage and moved to a new lender, Danske. They said Da... (2 pages)View decision -
Decision Reference DRN-4968598
3 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4968598 The complaint Mr A complains that Starling Bank Limited registered a CIFAS marker against his name after it had closed his bank account. CIFAS is the UK’s fraud alert service. What happened Mr A held accounts with Starling and at least two other banks. From around the and of... (2 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 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-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 DRN-5726601
20 Aug 2025 Idealing.com Limited UpheldPensions and AnnuitiesDRN-5726601 The complaint Mrs G is the member and beneficiary of a Guernsey-based Qualifying Recognised Overseas Pension Scheme (QROPS) with Bourse Pension Trustees Limited, which contained an iDealing.com Limited (“iDealing”) share account. She raises two main heads of complaint: 1. De... (20 pages)View decision -
Decision Reference DRN9964690
5 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc (trading as Halifax) has not allowed him a fair chance to clear his overdraft debt.backgroundMr A had a current account with Halifax, on which there was a significant overdrawn balance. He says that Halifax withdrew the overd... (2 pages)View decision