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 4245 results
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Decision Reference DRN6823240
23 Oct 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Ms L says Liverpool Victoria Insurance Company Limited didn’t deal properly with a claim she made on her motor insurance policy following an accident.backgroundMs L’s car was written-off by an unknown driver in a ‘hit and run’ incident during the night. Ms L feels th... (2 pages)View decision -
Decision Reference DRN8767302
18 Feb 2019 Nationwide Building Society Not upheldBanking and creditMr and Mrs R complain that Nationwide Building Society records are incorrect. They say it has the wrong date for when they became members of the society, which restricts their access to loyalty products. They say Nationwide’s records don’t show Mrs R as a joint accoun... (3 pages)View decision -
Decision Reference DRN-3698036
17 Nov 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3698036 The complaint Mr P is unhappy Advantage Insurance Company Limited (Advantage) avoided his motor insurance policy and declined his claim. What happened In November 2021, Mr P took out a motor insurance policy with Advantage via a price comparison website. In February 2022, he ma... (3 pages)View decision -
Decision Reference DRN9092693
9 Apr 2019 Marks & Spencer Financial Services plc Not upheldInsurance (excluding PPI)Mr A1 and his father Mr A2 complain about the level of service provided by Marks & Spencer Financial Services Plc (M&S) when it arranged their motor insurance policy.backgroundMr A1 and Mr A2 took out a policy through M&S online and Mr A2 completed ... (2 pages)View decision -
Decision Reference DRN0037312
21 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMiss M has complained that Lloyds Bank PLC mis-sold her a Silver packaged bank account (PBA).backgroundMiss M opened an account as a Silver PBA in August 2008. Our adjudicator didn’t uphold the complaint. In essence he thought that Miss M would’ve been aware that she cou... (2 pages)View decision -
Decision Reference DRN7870271
10 May 2018 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK Plc didn’t default his credit card account promptly.backgroundMr C told us that he wrote to all the firms he owed money to in December 2011, including Santander. In early 2012 he entered into a debt management plan. He said he had th... (2 pages)View decision -
Decision Reference DRN-3330169
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3330169 The complaint B has complained (through its representative Mr O) about the way HSBC UK Bank Plc has dealt with its request for information regarding its account, failed to provide details of the advisor dealing with the request, and used an incorrec... (3 pages)View decision -
Decision Reference DRN3751390
21 Sep 2015 National Westminster Bank Plc Not upheldBanking and creditMr P complains that National Westminster Bank Plc (“NatWest”) mis-sold him a Select Silver packaged bank account in 2011. Mr P paid a monthly fee for the account, which offered him several benefits in return.Mr P’s used a claims management company (CMC) to bring his ... (2 pages)View decision -
Decision Reference DRN-3882546
18 Jan 2023 Barclays Bank Plc Not upheldBanking and PaymentsDRN-3882546 The complaint B, a limited company, complains Barclays Bank Plc treated it unfairly in relation to its merchant services agreement. B is represented, but for ease I’ll refer to the actions of B’s director and representatives collectively as B’s actions. What happened In January... (3 pages)View decision -
Decision Reference DRN9217240
31 Mar 2020 QIC Europe Ltd Not upheldInsurance (excluding PPI)Mr W complains that QIC Europe Limited (QEL) unfairly voided his Home Select insurance policy. backgroundMr W set up a home insurance policy via a comparison website which started on 20 February 2018. It was underwritten by QEL and administered QMetric Group Limited trading as Policy Exper... (2 pages)View decision
