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 4323 results
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Decision Reference DRN6105359
23 Aug 2016 Canada Square Operations Limited UpheldPayment protection insurance (PPI)Mr H says Canada Square Operations Limited (trading as “Egg”) mis-sold him a payment protection insurance (“PPI ”) policy.backgroundIn 2004, Mr H applied for an Egg credit card online. At the same time, it sold him a PPI policy to go with it. One of our adjudicators ... (2 pages)View decision -
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 DRN-3493101
25 May 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3493101 The complaint Mr L complains that Advantage Insurance Company Limited gave him incorrect advice about making a claim on his motor insurance policy. What happened Mr L’s car was hit and damaged by a stolen car. Advantage told Mr L that if he made a claim on his policy, then his ... (2 pages)View decision -
Decision Reference DRN5188455
8 Aug 2018 Lloyds Bank PLC Not upheldBanking and creditMrs G has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Select packaged bank account to her in 2007. backgroundOne of our adjudicators looked at Mrs G’s complaint and didn’t think Lloyds had mis-sold the packaged account. Mrs G disagreed and asked for an ombud... (2 pages)View decision -
Decision Reference DRN3677989
22 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr H complains that National Westminster Bank Plc (“NatWest”) acted unfairly by possessing his property, selling the property too cheaply, and then asking him to pay the shortfall. He wants the shortfall written off and compensation.backgroundMr H is a professional land... (2 pages)View decision -
Decision Reference DRN2257931
1 Sep 2016 Barclays Bank Plc Not upheldBanking and creditC is a limited company and its complaint is brought by its representative, Mr B. Mr B complains that Barclays Bank Plc (trading as Barclaycard) has unfairly removed C’s merchant facility and registered information about it with fraud prevention databases. background... (2 pages)View decision -
Decision Reference DRN-4138002
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4138002 The complaint Ms M complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) delayed the transfer of her pension to another provider and she suffered financial loss as a result. She also complains about administration delays and errors. Wha... (8 pages)View decision -
Decision Reference DRN0010540
28 Nov 2014 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr Y complains that Acromas Insurance Company Limited handled a claim he made under his motor insurance policy inappropriately.backgroundMr Y made a claim after an object in the road from another vehicle impacted on the underside of his car. Acromas considered that the car’s immediate eng... (2 pages)View decision
