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 4310 results
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Decision Reference DRN6802661
22 Feb 2016 Bank of Scotland Plc UpheldBanking and creditMr and Mrs M complained because Bank of Scotland plc, trading as Halifax, couldn’t find their original deeds. background Mr and Mrs M remortgaged with Halifax in 1998, using Halifax’s solicitors. Their deeds were placed in Halifax’s Deedsafe. In 2012, Mr and Mrs M asked ... (2 pages)View decision -
Decision Reference DRN7250336
10 Feb 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms A and Mr B are unhappy about the delays and outstanding costs regarding their household claim. The policy is provided by Aviva Insurance Limited.background Following damage to their property Ms A and Mr B made a claim to Aviva. Unfortunately, the claim had many aspects to it and it ... (2 pages)View decision -
Decision Reference DRN6367416
2 Jun 2020 Tesco Personal Finance PLC UpheldBanking and creditMr B’s complaint is that Tesco Personal Finance Plc (Tesco) unfairly closed his account and registered a fraud marker against his name on the national fraud database, CIFAS.backgroundIn October 2015, Mr B noticed his two Tesco accounts were blocked. They were then closed without notice, an... (2 pages)View decision -
Decision Reference DRN-4241456
22 Nov 2023 Ageas Insurance Limited Not upheldInsuranceDRN-4241456 The complaint Mr J complains Ageas Insurance Limited (Ageas) unfairly settled his claim on his motor insurance policy after his car was declared a total loss. What happened In June 2023 Mr J made a claim on his motor insurance policy after his car was damaged in an incident. Ba... (2 pages)View decision -
Decision Reference DRN-4758065
31 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4758065 The complaint Ms J complains about delays caused to her mortgage application by Barclays Bank UK PLC which prevented her moving into her new property in a timely manner. What happened Ms J applied to Barclays for a mortgage on a flat and Barclays issued an offer dated 14 March ... (2 pages)View decision -
Decision Reference DRN1324003
27 Apr 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr E complains that Admiral Insurance Company Limited is accepting liability on his behalf for an accident he wasn’t involved in. He would like Admiral to defend the claim and compensate him for the stress and anxiety this has caused.backgroundAdmiral was notified ... (2 pages)View decision -
Decision Reference DRN8506557
3 Nov 2015 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs N have complained about the way that Acromas Insurance Company Limited dealt with their motor insurance claim. backgroundMr and Mrs N’s car was damaged in an incident where Mrs N was driving. Acromas said the car was beyond economic repair and made a final ... (2 pages)View decision -
Decision Reference DRN0104905
17 Jul 2017 TSB Bank plc UpheldBanking and creditMrs S has complained that TSB Bank plc (“TSB”) mis-sold her a Gold account in December 2011.backgroundOne of our adjudicators has already looked at Mrs S’ complaint. He thought that TSB had mis-sold the Gold account to Mrs S. TSB disagreed with our adjudicator’s vi... (2 pages)View decision -
Decision Reference DRN-2875517
15 Jun 2021 Independent Warranty UpheldInsuranceDRN-2875517 The complaint Mr and Mrs M are complaining about how Independent Warranty trading as IWA (IWA) has dealt with their deposit protection insurance. What happened In October 2019 Mr and Mrs M ordered some replacement doors and windows. The supplier (which I’ll refer to as F) said ... (2 pages)View decision -
Decision Reference DRN1380214
20 Aug 2018 Hyundai Capital UK Limited UpheldBanking and creditMr G complains that he was mis-sold a finance agreement with Hyundai Capital UK Limited.backgroundIn March 2017 Mr G was supplied with a used car and entered into a fixed sum loan agreement with Hyundai.Mr G told the supplying dealership that he was purchasing the car... (2 pages)View decision
