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
-
Decision Reference DRN-3385439
13 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3385439 The complaint Miss B complains that Admiral Insurance Company Limited mishandled her motor insurance policy. Miss B is represented by her mother. Where I refer to Admiral, I include employees and others insofar as I hold Admiral responsible for their acts or omissions. What hap... (3 pages)View decision -
Decision Reference DRN-4054418
19 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4054418 The complaint Mr S has complained that Barclays Bank UK Plc unreasonably refused to refund transactions he didn’t authorise in the sum of £18,813.83 which took place between 1 and 8 August 2022. What happened Mr S contacted Barclays on 8 August to explain there was unusual acti... (2 pages)View decision -
Decision Reference DRN0033813
15 Aug 2014 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs D complain about a car purchased using Mr D’s credit card. The complaint is brought against The Co-operative Bank Plc (‘Co-op’) under section 75 of the Consumer Credit Act 1974. backgroundMr D raised a section 75 claim against Co-op for breach of contract and misrepresentatio... (2 pages)View decision -
Decision Reference DRN6526512
26 Apr 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)summary of complaintMr N is unhappy that AXA Insurance UK Plc has rejected his claim under his Motor Caravan Insurance policy, for the theft of his vehicle.background to complaintMr N suffered the theft of his vehicle, a motor home, in July 2011 and notified AXA accordingly. After invest... (2 pages)View decision -
Decision Reference DRN-4284185
22 Nov 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4284185 The complaint Mr M complains that the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) offered to settle his motor insurance claim is too low. What happened In May 2023, Mr M’s car was stolen from his driveway. He then made a claim on his motor insurance policy. Admiral... (2 pages)View decision -
Decision Reference DRN-1770603
16 Nov 2020 Target Servicing Limited Not upheldMortgagesDRN-1770603 The complaint Mr M has complained that Target Servicing Limited (Target) is pursuing him for payment of a loan. Mr M doesn’t believe Target is entitled to seek payment. He is asking Target to pay compensation. What happened In 2008 Mr M took out a secured loan with a business w... (2 pages)View decision -
Decision Reference DRN7683686
5 Feb 2016 Bank of Scotland Plc Not upheldBanking and creditMr P has complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to him in 2009. He paid a monthly fee for the account which offered several benefits in return.backgroundMr P opened a fee free account with Halifax ... (2 pages)View decision -
Decision Reference DRN-4924940
24 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4924940 The complaint Mrs K and her husband Mr S complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance claim and the complaint is a car, first registered in 2015. Mrs K ... (3 pages)View decision -
Decision Reference DRN-4427069
27 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving reason... (2 pages)View decision -
Decision Reference DRN-5302025
25 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5302025 The complaint Mrs M complains about Yorkshire Building Society (YBS) when she attempted to make a payment, and utilise a Power of Attorney (POA). This caused significant inconvenience, stress, and financial consequence. Mrs M is represented by a third party but for ease of r... (2 pages)View decision
