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-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision -
Decision Reference DRN-4449656
10 Nov 2023 esure Insurance Limited Not upheldInsuranceDRN-4449656 The complaint Mr Y complains esure Insurance Limited cancelled his motor insurance policy by mistake and this caused him significant problems. What happened Mr Y had a motor insurance policy with esure. The policy was cancelled. The following day Mr Y was stopped by the Police ... (2 pages)View decision -
Decision Reference DRN3382547
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr B complains about problems registering a Power of Attorney (POA) with Lloyds Bank PLC. BackgroundMr B’s sons (Mr B1 and Mr B2) obtained a Lasting POA via the Office of the Public Guardian on 22 September 2016. The POA was granted jointly which means both attorneys have to be in... (2 pages)View decision -
Decision Reference DRN-4376312
24 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4376312 The complaint Mr P and Mrs T have complained that Santander UK Plc won’t refund the money they lost to an investment they now believe 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... (3 pages)View decision -
Decision Reference DRN-4374827
6 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4374827 The complaint Mr A complains that the offer Skyfire Insurance Company Limited (‘Skyfire’) made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was involved in an accident with a third-party. The accident was not Mr A’s fault. Mr A says th... (2 pages)View decision -
Decision Reference DRN3679327
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr R and Ms L complain that Bank of Scotland Plc trading as Halifax (“Halifax”) unfairly and unreasonably lost documents relating to their property. They want matters put right.backgroundMr R and Ms L took out a mortgage with Halifax in 1999. They said that there was... (2 pages)View decision -
Decision Reference DRN3257423
16 Jun 2016 London and Country Mortgages Ltd Not upheldPayment protection insurance (PPI)Mr Y complains that London and Country Mortgages Ltd mis-sold him payment protection insurance (PPI) when he took out a mortgage in 2002.backgroundOne of our adjudicators explained to Mr Y that because this policy was sold prior to insurance being covered by us, we c... (3 pages)View decision -
Decision Reference DRN-4007125
5 Jun 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4007125 The complaint Mr A complains about the settlement that Watford Insurance Company Europe Limited paid him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr A’s car was damaged, and he made a claim to Watford. It declared the car... (2 pages)View decision -
Decision Reference DRN-4534430
11 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4534430 The complaint Mr C complains that a car acquired with finance from Moneybarn No 1 Limited wasn’t of satisfactory quality. What happened In January 2023 Ms C was supplied with a car and entered into a conditional sale agreement with Moneybarn. Mr C experienced issues with the ca... (3 pages)View decision -
Decision Reference DRN-2975812
15 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2975812 The complaint Mr P complains that National Westminster Bank Plc won’t refund debit card payments which were made as the result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (2 pages)View decision