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 DRN2517358
12 Sep 2016 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains about the increase in his motor insurance premium by Admiral Insurance Company Limited.backgroundMr M took out a motor insurance policy with Admiral in February 2015 shortly after passing his driving test. The policy was accepted on the basis that the veh... (2 pages)View decision -
Decision Reference DRN3080669
3 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs B complains that National Westminster Bank Plc mis-sold her a packaged bank account in May 2009. She complains that she didn’t gain any benefit from taking the account.backgroundMrs B held a basic fee-free account with NatWest. In May 2009 she upgraded it to a packaged “Advantage Gol... (2 pages)View decision -
Decision Reference DRN-5277832
24 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5277832 The complaint Mr M complains that Aviva Insurance Limited (“Aviva”) unfairly deducted 20% from its settlement payment following a claim for the theft of his car, under his motor insurance policy. What happened Mr M’s car was stolen. He reported this to Aviva in May 2024. He ... (2 pages)View decision -
Decision Reference DRN4512173
1 Oct 2019 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc won’t refund a large number of credit card payments that he says he neither made nor authorised. backgroundBetween August 2016 and December 2017 a number of payments were made from Mr D’s credit card account to five different, but linked, websit... (2 pages)View decision -
Decision Reference DRN4563790
10 Oct 2014 Barclays Bank Plc UpheldBanking and creditMr and Mrs J complain that Barclays Bank Plc put Mr J through defective security checks when he was trying to make a transfer from their account. They also complain that they have been subjected to other administrative failings, causing them to be unable to access their accounts.ba... (3 pages)View decision -
Decision Reference DRN-4066034
28 Jun 2023 Bank of Scotland Plc Not upheldConsumer CreditDRN-4066034 The complaint Mr K complains that Bank of Scotland plc trading as Halifax have unfairly registered defaults on his credit file. What happened Mr K took out two personal loans with Halifax in 2019 for the total value of £28,000. Mr K spoke to Halifax in November 2021 as he was e... (2 pages)View decision -
Decision Reference DRN-4282845
8 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4282845 The complaint Ms L complains that she is unable to use her NewDay Ltd trading as John Lewis Partnership Card account due to verification problems. What happened Ms L says she is unable to register her NewDay account card as she doesn’t have a mobile telephone due to signal prob... (2 pages)View decision -
Decision Reference DRN-5082241
30 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5082241 The complaint Mrs G complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle made with seven seats and first registered i... (3 pages)View decision -
Decision Reference DRN9391696
28 Jan 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr D has complained that Allianz Insurance Plc unfairly cancelled his policy and refused to refund what he paid to protect his No Claims Discount under a motor policy he bought in 2014.backgroundMr D bought a motor policy through a comparison website with Allianz in ... (2 pages)View decision -
Decision Reference DRN-2185869
11 Dec 2020 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2185869 The complaint Mrs B’s complaint about American Express Services Europe Limited (AESEL) relates to their decision to increase her minimum monthly payments and the service she received when making subsequent enquiries about that decision. What happened In September 2019 AESEL wro... (2 pages)View decision
