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 4196 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 DRN-4036177
5 May 2023 U K Insurance Limited Not upheldInsuranceDRN-4036177 The complaint Mr I complains that UK Insurance Limited (“UKI”) declined a claim under his motor insurance policy. What happened Mr I had a motor insurance policy with UKI covering his car. In June 2022, Mr I’s car was stolen, and he made a claim. UKI declined his claim because ... (3 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 DRN0109885
19 Aug 2015 John Lewis Financial Services Limited Not upheldBanking and creditMr H complains that John Lewis Financial Services Limited unfairly recorded his credit card account as being in default when he suffered temporary financial difficulty. backgroundMr H says he contacted John Lewis in October 2009 to ask if he could make reduced payment... (3 pages)View decision -
Decision Reference DRN-4107298
13 Jun 2023 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4107298 The complaint Mrs T and Mr T complain that Al Rayan Bank PLC (“Al Rayan”) failed to refund monies they lost as the result of a scam. What happened Mr T was the person principally involved with the scammers and Al Rayan, so I’ll mainly refer to him throughout the complaint. What... (8 pages)View decision -
Decision Reference DRN9791060
19 Apr 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that Ageas Insurance Limited hasn’t recovered her excess after she was in an incident and a claim was made on her motor insurance policy. She’s unhappy that Ageas said she would be considered at fault for the incident and it won’t take the matter ... (2 pages)View decision -
Decision Reference DRN2784048
28 Jun 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain they were misled by Aviva Insurance Limited when they made a claim on their motor insurance.backgroundMr and Mrs M say they were given misleading advice by Aviva when they spoke to its representative after an accident. They say they were led ... (2 pages)View decision -
Decision Reference DRN8797670
19 Apr 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold a Royalties Gold packaged bank account to him in 2012. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundOne of our adjudicators looked at Mr F’s complaint already an... (2 pages)View decision -
Decision Reference DRN4168365
5 Mar 2020 Hitachi Capital (UK) Plc Not upheldBanking and creditMr G is unhappy with the way Hitachi Capital (UK) Plc handled two fraudulent loan applications made in his name. backgroundIn June 2018 Hitachi received an online application for a £4,000 loan, apparently from Mr G. In fact, Mr G hadn’t made the application; a fraudster had, using some of ... (2 pages)View decision -
Decision Reference DRN-4413361
8 Jan 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4413361 The complaint Mr H and Mrs H have complained that Premier Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim for damage to their car. What happened Mr H made a change of car through his broker’s onli... (2 pages)View decision
