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 4212 results
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Decision Reference DRN2526808
27 Jan 2015 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr L complains that Advantage Insurance Company Limited wrongly settled a claim made against his motor insurance policy for damage to a third party car for which he says he was not responsible. This complaint is brought on his behalf by his relative, Ms L.backgroundA third party notifie... (3 pages)View decision -
Decision Reference DRN-2279879
2 Dec 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2279879 The complaint Mr M complains about Nationwide Building Society for not taking his instructions when it was in possession of a lasting Power of Attorney on his account. He wants compensation and an apology. What happened Mr M held a Nationwide Building Society (“Nationwide”) acc... (3 pages)View decision -
Decision Reference DRN-4481984
13 Dec 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4481984 The complaint Mrs H complains Mulsanne Insurance Company Limited (Mulsanne) caused delays after she made a claim on her motor insurance policy. Mulsanne are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Mul... (2 pages)View decision -
Decision Reference DRN9843110
21 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs D complain about the ID Aware service provided as part of their current account with Lloyds Bank PLC. They say that use of the service has adversely affected their credit rating, the information it produced was inaccurate, the service was not cancelled when ... (2 pages)View decision -
Decision Reference DRN1018745
10 Jan 2014 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss D complains about the advice she received from Aviva Insurance Limited when she arranged for repairs to be carried out with a third party who had damaged her car.background Miss D’s car was damaged by a third party while it was parked outside her home. She made arrangements with t... (2 pages)View decision -
Decision Reference DRN4254388
26 Jun 2013 CitiFinancial Europe Plc UpheldBanking and creditMr A complains of wrong adverse credit reference information registered in respect of a loan he had with CitiFinancial Europe Plc (“Citi”).our initial conclusionsMr A had a loan with CitiFinancial Europe Plc. He was not able to keep up with repayments, and eventually reached a... (2 pages)View decision -
Decision Reference DRN-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision -
Decision Reference DRN8480404
3 Mar 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr D is unhappy with the valuation Admiral Insurance Company Limited offered for his car after he made a claim on his motor insurance policy. backgroundMr D’s car was badly damaged in an accident which wasn’t his fault. It was assessed as being damaged beyond economi... (2 pages)View decision -
Decision Reference DRN2802385
28 May 2015 MoneyGram International Limited Not upheldBanking and creditMr J complains that MoneyGram International Limited’s actions have caused him to lose money to a fraudster.backgroundMr J was buying goods from overseas. He decided to pay for them by money transfer. He says he was told the recipient couldn’t access the money without an... (2 pages)View decision -
Decision Reference DRN-3349326
6 May 2022 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3349326 The complaint Mr H is unhappy that Yorkshire Building Society (“YBS”) lost his account passbook which contained personal and financial information. What happened YBS returned Mr H’s account passbook to him by posting it in the mail. Unfortunately, the passbook never arrived at ... (2 pages)View decision
