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 DRN0297207
3 Apr 2020 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss M complains that U K Insurance Limited (UKI) have unfairly recorded her claim for damage to her car as a “fault claim”.backgroundMiss M insured her car with UKI. Her car was damaged when a tree fell against it whilst it was parked in a street. She made a claim against her insurance.UK... (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 DRN6479417
27 Aug 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the investigation conducted by UK Insurance Limited (‘UKI’) after a third party made a claim on his motor insurance policy. He’s also unhappy that his premiums went up. backgroundMr T’s car was in an accident when it hit another car after rolling ... (2 pages)View decision -
Decision Reference DRN3257423
16 Jun 2016 London and Country Mortgages Ltd Not upheldPayment protection insurance (PPI)Mr Y complains that London and Country Mortgages Ltd mis-sold him payment protection insurance (PPI) when he took out a mortgage in 2002.backgroundOne of our adjudicators explained to Mr Y that because this policy was sold prior to insurance being covered by us, we c... (3 pages)View decision -
Decision Reference DRN7312988
17 Oct 2014 MEM Consumer Finance Limited UpheldBanking and creditMrs R and her representative complain that MEM Consumer Finance Limited has applied a default to her credit file. backgroundMrs R took out a payday loan with MEM but her payments were in arrears. She is unhappy that MEM applied a default to her credit file without sending her a default... (2 pages)View decision -
Decision Reference DRN-4376312
24 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4376312 The complaint Mr P and Mrs T have complained that Santander UK Plc won’t refund the money they lost to an investment they now believe was a scam. 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 th... (3 pages)View decision -
Decision Reference DRN3679327
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr R and Ms L complain that Bank of Scotland Plc trading as Halifax (“Halifax”) unfairly and unreasonably lost documents relating to their property. They want matters put right.backgroundMr R and Ms L took out a mortgage with Halifax in 1999. They said that there was... (2 pages)View decision -
Decision Reference DRN-2975812
15 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2975812 The complaint Mr P complains that National Westminster Bank Plc won’t refund debit card payments which were made as the result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (2 pages)View decision -
Decision Reference DRN9964976
5 Aug 2014 Lookers Motor Group Limited Not upheldBanking and creditMrs T complains that Lookers Motor Group Limited (“LMGL”) pressurised her into borrowing finance to buy a car. She then cancelled the finance within the cancellation period allowed by the finance agreement. She said that LMGL’s actions and errors have caused her distress.backgroundMrs T ... (2 pages)View decision -
Decision Reference DRN-4374827
6 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4374827 The complaint Mr A complains that the offer Skyfire Insurance Company Limited (‘Skyfire’) made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was involved in an accident with a third-party. The accident was not Mr A’s fault. Mr A says th... (2 pages)View decision
