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 4393 results
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Decision Reference DRN-3248241
24 Jan 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3248241 The complaint L Ltd, represented by Mrs O, complained because HSBC UK Bank plc closed its client account. What happened L Ltd had three accounts with HSBC: a business account, a savings account, and a client account. The client account was opened in 2007. From late 2019 onwards... (3 pages)View decision -
Decision Reference DRN-4388077
15 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4388077 The complaint Ms F and Mr K complains that One Insurance Limited (“One”) declined a claim and cancelled their motor insurance policy. What happened Ms F and Mr K had a motor insurance policy from One covering their car. When Mr K bought the policy, which is in his name, he decl... (3 pages)View decision -
Decision Reference DRN-2626104
16 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2626104 The complaint Mr G is unhappy that he couldn’t access his account with Barclays Bank UK PLC via their mobile banking application following an upgrade to the application. What happened Mr G has an account with Barclays. Following an update by Barclays to their mobile banking app... (3 pages)View decision -
Decision Reference DRN-4198976
28 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4198976 The complaint Miss J complains that esure Insurance Limited have delayed in dealing with her no-fault claim which has impacted her renewal premium and caused her distress and inconvenience. What happened In February 2022 Miss J’s parked car was damaged when a third party van dr... (3 pages)View decision -
Decision Reference DRN-2056621
24 May 2021 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-2056621 The complaint Mr M complains that a training course, that he was paying for under a fixed sum loan agreement with Caledonian Consumer Finance Limited, was mis-sold to him. What happened Mr M registered for a training course with a course provider in January 2019. He also entere... (3 pages)View decision -
Decision Reference DRN0185672
20 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs A complains that in January 2004, The Royal Bank of Scotland Plc (RBS) mis-sold her a regular premium PPI policy in connection with her credit card application.backgroundOur adjudicator reviewed this case and did not find that RBS had mis-sold the PPI policy to Mrs A. Mrs A has reque... (3 pages)View decision -
Decision Reference DRN7543749
26 Jul 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)This complaint concerns a monthly premium payment protection insurance (“PPI”) policy, sold in conjunction with a credit card in 2000. Miss V says that HSBC Bank Plc (“HSBC”) mis-sold the policy.my findingsI have considered all of the available evidence and arguments in order to decide... (3 pages)View decision -
Decision Reference DRN5671026
31 Jul 2013 FirstRand Bank Limited UpheldBanking and creditMrs T complains that FirstRand Bank Limited (MotoNovo) did not tell her about a traffic infringement notice it had received until the fine payable had increased from £60 to £350.30. backgroundMotoNovo received a traffic enforcement notice from H Council in June 2011 in respect of a ca... (2 pages)View decision -
Decision Reference DRN2528805
21 Jun 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr Y has complained about Allianz Insurance Plc’s decision to settle a third party claim under his motor insurance policy as he considers that he did not cause damage to the third party vehicle.backgroundIn November 2011, Mr Y was driving his car in slow moving traffic on the motorway w... (2 pages)View decision -
Decision Reference DRN9567564
22 Nov 2018 Equifax Limited Not upheldBanking and creditMr H complains that EQUIFAX LIMITED didn’t protect his personal details.background In May 2017 Equifax’s parent company was the subject of a cyber attack and the attackers gained access to some of Mr H’s personal details. Equifax told him the details included his name, ... (3 pages)View decision
