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 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 DRN4512173
1 Oct 2019 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc won’t refund a large number of credit card payments that he says he neither made nor authorised. backgroundBetween August 2016 and December 2017 a number of payments were made from Mr D’s credit card account to five different, but linked, websit... (2 pages)View decision -
Decision Reference DRN1731445
9 May 2018 First Central Insurance Management Ltd Not upheldInsurance (excluding PPI)Mr B complains that First Central Insurance Management (FCIM) led him to believe that he’d insured two cars on his policy with them when in fact only one car was covered.background In 2011, Mr B insured his car, a Vauxhall Astra, with FCIM. In October 2017, he asked... (3 pages)View decision -
Decision Reference DRN4563790
10 Oct 2014 Barclays Bank Plc UpheldBanking and creditMr and Mrs J complain that Barclays Bank Plc put Mr J through defective security checks when he was trying to make a transfer from their account. They also complain that they have been subjected to other administrative failings, causing them to be unable to access their accounts.ba... (3 pages)View decision -
Decision Reference DRN-4704848
29 Apr 2024 First Central Insurance Management Limited Not upheldInsuranceDRN-4704848 The complaint Mr O complains that poor communication from First Central Insurance Management Limited’s (First Central) caused him to be pulled over by the police for not having a motor insurance policy. What happened Mr O was pulled over by the police on 13 January 2024 for dri... (2 pages)View decision -
Decision Reference DRN5130799
26 Jul 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains about the service he received from Admiral Insurance Company Limited when he made a claim on his motor insurance policy.backgroundMr G says his car was hit by a third party vehicle – and because of this he put in a claim to Admiral for the damage to his car.Mr G was initiall... (2 pages)View decision -
Decision Reference DRN4036150
27 Nov 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains that Liverpool Victoria Insurance Company Limited wrongly cancelled his motor insurance policy.backgroundMr K got a quote from LV after using a comparison website. He couldn’t find the type of van he planned to buy in the selection on the comparison webs... (2 pages)View decision -
Decision Reference DRN9391696
28 Jan 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr D has complained that Allianz Insurance Plc unfairly cancelled his policy and refused to refund what he paid to protect his No Claims Discount under a motor policy he bought in 2014.backgroundMr D bought a motor policy through a comparison website with Allianz in ... (2 pages)View decision -
Decision Reference DRN-2892138
5 Jul 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2892138 The complaint Mr M complains that Lloyds Bank PLC (Lloyds) have denied him access to internet banking through the Lloyds mobile banking app by updating it so that it no longer works on his device. What happened Mr M holds a current account with Lloyds. He was registered with L... (3 pages)View decision -
Decision Reference DRN5589284
16 May 2014 Tesco Personal Finance PLC UpheldBanking and creditMr N has complained that Tesco Personal Finance PLC has turned down his claim for a refund of the costs of a new kitchen which was never delivered. He paid a £200 deposit on his credit card.He complained to Tesco claiming a breach of contract under section 75 of the Consumer Credit A... (2 pages)View decision
