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 4395 results
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Decision Reference DRN6992652
16 Mar 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr E complains that Zenith Insurance plc voided his motor insurance policy and didn’t cover a claim he made on it.backgroundMr E’s son, “Mr E2”, was a named driver on the policy and was driving the car when it collided with another vehicle. The car was written off ... (2 pages)View decision -
Decision Reference DRN8159641
5 Jun 2017 Nationwide Building Society Not upheldBanking and creditMs L complains that Nationwide Building Society registered a default against her account and recorded adverse credit information on her credit file.background Ms L held an account with Nationwide which fell into overdraft when she experienced financial difficulties. Nati... (2 pages)View decision -
Decision Reference DRN-2923108
15 Aug 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-2923108 The complaint Mr C has complained that Admiral Insurance Company Limited declined a theft claim he made under his car insurance policy. What happened Mr C said his car was given to him as a gift from his parents. The V5 registration document was in the name of a family motor tr... (2 pages)View decision -
Decision Reference DRN5303027
10 May 2016 Barclays Bank Trust Company Limited Not upheldInvestment and pensionsMs C complains as the beneficiary under a trust where Barclays Bank Trust Company Limited is acting as the trustee. Ms C says Barclays delayed distributing the trust assets to her. She also complains about the costs associated with winding up the trust.backgroundMs C’... (2 pages)View decision -
Decision Reference DRN2113725
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr S complains NewDay Ltd (trading as Opus) sent him a default notice when it shouldn’t have.backgroundMr S initially complained that Opus had registered a default on his credit file without telling him. Opus accepted it hadn’t sent a notice of intent to file a defau... (2 pages)View decision -
Decision Reference DRN-4810028
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4810028 The complaint Miss F complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance when another driver collided with her parked car. References to AXA include other organisations and individuals acting on its behalf. What happened Miss F had motor ... (2 pages)View decision -
Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-2500666
13 Jan 2021 Acasta European Insurance Company Limited Not upheldInsuranceDRN-2500666 The complaint Mr and Mrs B complain that Acasta European Insurance Company Limited turned down their guarantee protection insurance claim. I’ll refer to Acasta and any parties acting on its behalf as ‘Acasta’. What happened In April 2018, Mr and Mrs B had a roof installed on th... (2 pages)View decision -
Decision Reference DRN3247701
1 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr C has complained that Lloyds Bank PLC mis-sold a Platinum packaged bank account to him in 2010. He paid a monthly fee for the account, which offered a number of benefits in return.Mr C has used a claims management company (CMC) to bring his complaint to us. backg... (2 pages)View decision -
Decision Reference DRN2908045
27 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr C says that Lloyds Bank PLC (“Lloyds”) has incorrectly applied a default and has levied an unfair level of charges on his account. He says the default has stopped him from expanding his business due to other banks refusing to lend to him and caused both him and his wife to become... (2 pages)View decision
