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 4790 results
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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 DRN8796795
5 Feb 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr P has complained that Royal & Sun Alliance Insurance Plc (RSA) cancelled his car insurance policy without his permission and provided a poor service to him. backgroundMr P renewed his car insurance policy with RSA. In April 2018 he noticed a refund on his c... (2 pages)View decision -
Decision Reference DRN-3123280
4 Feb 2022 esure Insurance Limited Not upheldInsuranceDRN-3123280 The complaint Mr K complains about esure Insurance Limited’s handling of his motor insurance claim. What happened Mr K had a motor insurance policy with esure. In August 2020, he was involved in a road accident with a third party who drove from the scene without stopping. Mr K’... (2 pages)View decision -
Decision Reference DRN-4776268
28 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4776268 The complaint Mr A complains about the settlement payment One Insurance Limited (One Insurance) paid following the total loss of his car, under his motor insurance policy. What happened Mr A was involved in a car accident. His car was written off as a result of the damage that ... (2 pages)View decision -
Decision Reference DRN3612268
26 Jun 2013 Northern Rock (Asset Management) plc UpheldBanking and creditMr S complains, in summary, that Northern Rock (Asset Management) plc (‘NRAM’) wrongly told him that his name had been taken off the mortgage account he held jointly with his wife, from whom he had separated. Later he discovered that that was not correct, and his credit rating was adv... (2 pages)View decision -
Decision Reference DRN0004265
7 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs H complain about changes to the way Lloyds Bank PLC provides business banking services. They ask that Lloyds refunds charges.backgroundMr and Mrs H say Lloyds stopped direct debits and other payments from their business account for several weeks. They’d gone... (2 pages)View decision -
Decision Reference DRN3103736
24 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc refused to raise a chargeback in relation to a defective car he paid for with a debit card.backgroundIn May 2017 Mr L bought a car for £5,500. He paid £2,500 with his Bank of Scotland debit card, and the balance was paid ... (2 pages)View decision -
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-4246120
5 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4246120 The complaint Mr B complains about Santander UK Plc. He says that he has been the victim of a scam, and that Santander didn’t do enough to protect him. He would like Santander to refund him the money he has lost. What happened In 2017, Mr B was cold called by W, offering an inv... (2 pages)View decision -
Decision Reference DRN1530585
19 Jul 2013 Homecare Insurance Limited UpheldInsurance (excluding PPI)Mr Z is complaining that his mobile phone insurance claim was unfairly declined by Homecare Insurance Limited (“Homecare”).backgroundMr Z was travelling back to the UK and realised he had lost his Apple iPhone 4 at the airport. During the course of his claim he advised the business th... (2 pages)View decision