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 DRN-3444715
21 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3444715 The complaint Mr G complains that a car he acquired via a conditional sale agreement with Santander Consumer (UK) Plc was mis-sold to him. What happened In January 2019 Mr G saw an advertisement for a used car. The supplying dealer stated that its policy was to provide cars wit... (4 pages)View decision -
Decision Reference DRN-4421297
6 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4421297 The complaint Mr M1 complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline claims made on his motor insurance policy. What happened Mr M1 held a motor insurance policy, underwritten by LV. Mr M2, the son of Mr M1, was listed as a named... (4 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 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 DRN-3591621
13 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3591621 The complaint Mr T complains that, though his mortgage offer from National Westminster Bank Plc agreed to cover his legal fees and “all standard disbursements” he was still charged a CHAPS fee. Although the fee was refunded, Mr T wanted NatWest to admit it was wrong. What happe... (3 pages)View decision -
Decision Reference DRN-5006063
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5006063 The complaint Mrs B complains that Inter Partner Assistance SA (“IPA”) mistakenly cancelled her breakdown policy and won’t reinstate it. What happened Mrs B held a monthly breakdown policy with IPA. She contacted IPA on 25 January 2024 to update her vehicle registration and ... (2 pages)View decision -
Decision Reference DRN3100332
7 May 2019 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc hasn’t returned the deeds to his house. He asks that it returns the title deeds and other documents related to his property or pays compensation.backgroundMr H repaid his mortgage with Barclays in 2009. He says Barclays faile... (2 pages)View decision -
Decision Reference DRN-3340624
30 Mar 2022 Covea Insurance plc UpheldInsuranceDRN-3340624 The complaint Mr W complains about the valuation Covea Insurance plc (Covea) put on his car when it was damaged in an accident. What happened Mr W had motor insurance underwritten by Covea. Mr W’s car was badly damaged when it was hit by another vehicle. Covea decided the car w... (3 pages)View decision -
Decision Reference DRN2422154
16 Sep 2016 Instant Cash Loans Limited UpheldBanking and creditMr W complains that Instant Cash Loans Limited (trading as “The Money Shop”) shouldn’t have lent him money in April 2013. He says that Instant Cash Loans didn’t do enough to check that he could afford the loan. backgroundIn April 2013 Mr W took a running account pers... (2 pages)View decision
