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 DRN6862196
7 Oct 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L says Advantage Insurance Company Limited wrongly settled a claim against his motor insurance policy. He also says its advisors were rude to him.background An accident involving Mr L was reported to Advantage by the other party’s insurer in November 2013. It took... (2 pages)View decision -
Decision Reference DRN4946543
21 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr O has complained that National Westminster Bank Plc (“NatWest”) mis-sold him an Advantage Gold packaged bank account in 2008. He paid a monthly fee for the account which provided some benefits in return.Mr O has used a claims management company (CMC) to bring ... (2 pages)View decision -
Decision Reference DRN-2707619
2 Jun 2021 Haven Insurance Company Limited UpheldInsuranceDRN-2707619 The complaint Mr M complains that Haven Insurance Company Limited cancelled his motor insurance policy and retained his premiums. What happened Mr M took out a policy with Haven. Some months later, Haven found that the ownership of Mr M’s car had changed. So, as it thought Mr M... (3 pages)View decision -
Decision Reference DRN3332986
15 Jan 2018 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs H have complained that Bank of Scotland plc (“BOS”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to them in 2010. backgroundTwo of our adjudicators have looked into Mr and Mrs H’s complaint already and they didn’t think BOS had... (2 pages)View decision -
Decision Reference DRN-3297276
31 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3297276 The complaint Mr C complains that Monzo Bank Ltd unfairly closed his account and believes that he was discriminated against. What happened Mr C opened a new account with Monzo and received several payments into it, all from different accounts. Monzo received information about o... (3 pages)View decision -
Decision Reference DRN4938652
13 Jun 2019 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr D and Mrs V complain about the decision made by Tesco Underwriting Limited to hold Mrs V at fault for an accident after she made a claim on their motor insurance policy. background On 23 September 2017 Mrs V says she was driving her car normally when a car drove t... (2 pages)View decision -
Decision Reference DRN1658710
9 May 2013 FirstRand Bank Limited Not upheldBanking and creditMr M bought a car on hire-purchase terms to use as a taxi. He returned the car to the dealer when he discovered the mileometer reading was false. He complains that Carlyle Finance will not reimburse his lost earnings for the two weeks it took for his replacement car to be ready to ... (3 pages)View decision -
Decision Reference DRN-3816872
16 Mar 2023 U K Insurance Limited Not upheldInsuranceDRN-3816872 The complaint G says that UK Insurance Limited trading as NIG (UKI) has undervalued his vehicle following a claim he made on his motor trade insurance policy. What happened Following an accident G’s vehicle was deemed a total loss. Initially UKI offered him £2,800... (3 pages)View decision -
Decision Reference DRN7034639
12 Aug 2016 AXA Portfolio Services Limited UpheldInvestment and pensionsMr and Mrs W have complained that AXA Portfolio Services Limited (AXA) didn’t follow their instructions when they transferred their SIPP to a new platform. One of the investments in the SIPP was sold and held in cash, instead of being transferred in-specie as they’d r... (3 pages)View decision -
Decision Reference DRN5071123
20 Dec 2013 Amber Homeloans Limited Not upheldBanking and creditMs G has a number of concerns about her mortgage and the way in which it has been administered by Amber Homeloans Limited. The main points of concern are as follows: Further borrowing taken out in 2007 was incorrectly set up as a further advance rather than a separate secured loan. ... (3 pages)View decision
