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 4393 results
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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 DRN-4932138
18 Nov 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4932138 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, held him liable for a loan he didn’t take out and then added a CIFAS marker to his record. What happened Mr K complained to 118 118 Money in February after he’d discovered a loan had been take... (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 DRN7766234
17 Oct 2016 Retail Money Market Ltd Not upheldInvestment and pensionsMr L has complained Retail Money Market Limited, trading as RateSetter, told him he’d be getting return of 6.1% on the £1,000 he was lending using their platform. He wants them to fulfil this requirement.backgroundMr L used the RateSetter platform to lend some of hi... (2 pages)View decision -
Decision Reference DRN-3173013
4 Jan 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3173013 The complaint Mr S complains Halifax declined a claim he made under the direct debit guarantee. He wants Halifax to refund the payments which were the subject of his claim and he wants to know why his claim was rejected. What happened I summarised the background of this complai... (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 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 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 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
