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 DRN3992514
5 Jun 2015 National Westminster Bank Plc Not upheldBanking and creditMr S and Mrs W complained that National Westminster Bank Plc (“NatWest”) wouldn’t provide them with free legal work when they applied for three buy to let mortgages. our initial conclusionsMr S and Mrs W say they were told that if they forwarded the solicitor’s invoice it would... (2 pages)View decision -
Decision Reference DRN9400061
8 May 2017 Mulsanne Insurance Company Limited Not upheldInsurance (excluding PPI)Ms B is unhappy Mulsanne Insurance Company Limited has unfairly refused to deal with her claim under her motor insurance policy.backgroundMs B took out a policy with Mulsanne in February 2016. In May 2016, Ms B’s car was involved in an accident. It had later been r... (2 pages)View decision -
Decision Reference DRN-4776642
16 May 2024 Credit Karma UK Limited Not upheldConsumer CreditDRN-4776642 The complaint Miss A complains that her Credit Karma UK Limited credit score was too low because her electoral roll registration wasn’t recorded. Miss A also complains about the service provided by Credit Karma after she highlighted the issue. What happened In October 2023 Miss... (2 pages)View decision -
Decision Reference DRN7649985
16 Apr 2015 Europa Group Limited Not upheldInsurance (excluding PPI)Mr N complains that Europa Group Limited (trading as Motorcycle Direct) (MCD) cancelled his motor insurance policy without notification. He wants it to apologise, reinstate his policy and return a debit it took from his bank account. backgroundMr N took out a policy for... (2 pages)View decision -
Decision Reference DRN4871646
30 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMrs K says Lloyds Bank PLC mis-sold her a Silver packaged bank account.BackgroundMrs K’s account history is as follows: February 2008: opened as a fee-free account, May 2009: changed to a Silver account, July 2018: changed to a fee-free account. Our adjudicator assessed the com... (2 pages)View decision -
Decision Reference DRN4271349
24 Feb 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr H complains about how One Call Insurance Services Limited cancelled his car insurance.backgroundIn October Mr H phoned One Call to take out car insurance. They asked him to provide further information, including his driving license, signed direct debit instruction and ... (2 pages)View decision -
Decision Reference DRN4822488
26 Sep 2017 Saga Services Limited Not upheldInsurance (excluding PPI)Mr B has complained that Saga Services Limited didn’t give him enough time to reply to it and he found their letters threatening. Mr B bought a car insurance policy with Saga.backgroundMr B bought a car insurance policy with Saga. It asked him to provide proof of... (2 pages)View decision -
Decision Reference DRN6860247
7 Aug 2017 TSB Bank plc UpheldBanking and creditMs D has complained that TSB Bank plc (“TSB”) mis-sold him a Silver packaged bank account in 2012. backgroundOne of our adjudicators has looked into Ms D’s complaint. She thought TSB had mis-sold the Silver account. TSB disagreed and asked for an ombudsman to look a... (2 pages)View decision -
Decision Reference DRN3230977
20 Mar 2017 Western Provident Association Limited Not upheldInsurance (excluding PPI)Mr B on behalf of his company, who I shall call P has complained about the advice he was given by Western Provident Association Limited (WPA) to switch his company’s group private medical insurance policy.backgroundMr B met an adviser of WPA at a networking event and fo... (2 pages)View decision -
Decision Reference DRN6678252
30 Mar 2020 Santander UK Plc Not upheldBanking and creditMr K complains that Santander UK Plc blocked his account while he was abroad, leaving him without access to funds. The bank then closed his account and won’t return money held in it.backgroundIn December 2018 Mr K was abroad on holiday. A faster payment of £10,000 was made to his account. ... (2 pages)View decision
