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 4385 results
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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 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 -
Decision Reference DRN6616235
11 Dec 2015 GE Money Secured Loans Limited Not upheldBanking and creditMr and Mrs R have complained about fees and charges added to their secured loan account by GE Money Secured Loans Limited (“GE Money”).background Mr and Mrs R have a secured loan with GE Money. They are unhappy about fees and charges added to the account.Our adjudicato... (3 pages)View decision -
Decision Reference DRN0228573
19 Jun 2015 TSB Bank plc Not upheldBanking and creditMs R has complained that TSB Bank PLC (then Lloyds-“TSB”) mis-sold packaged bank accounts to her. She was sold a Platinum account in 2010 and a Premier account in 2011. She paid, and is still paying in the case of the Premier, a monthly fee for the accounts which p... (2 pages)View decision -
Decision Reference DRN-4162187
26 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4162187 The complaint Mr K complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened Mr K was a director of a company. The company acquired a sports utility vehicle. For the year from late January 2021, Mr K took out an Aviva policy for the ... (3 pages)View decision -
Decision Reference DRN-4235186
30 Aug 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4235186 The complaint Mr S complaints that Lloyds Bank PLC (“Lloyds”) won’t refund him for money he’s lost to an investment which he believes 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... (2 pages)View decision -
Decision Reference DRN-3359072
8 Mar 2022 Allianz Insurance Plc Not upheldInsuranceDRN-3359072 The complaint Mr U complains Allianz Insurance Plc settled his motor insurance claim unfairly. What happened In September 2020 Mr U’s recovery truck was damaged in a collision with another vehicle. He claimed on his Allianz motor trade insurance policy. The vehicle was deemed a... (3 pages)View decision -
Decision Reference DRN4386041
22 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold an Advantage Gold packaged bank account. The account offered a number of benefits. backgroundMrs A held a Graduate account with NatWest, before it was upgraded to an Advantage Gold in 2012. At the... (2 pages)View decision -
Decision Reference DRN0786366
17 Jan 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains about how Society of Lloyd’s dealt with his claim on his motor insurance policy for the theft of his car. He wants compensation for the loss he suffered after the car was sold by the police. backgroundMr L’s car was stolen and recovered by the polic... (2 pages)View decision
