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 DRN8121944
13 Feb 2017 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms L is unhappy Royal & Sun Alliance Insurance Plc (RSA) turned down a claim she made under a home insurance policy. backgroundIn 2012 Ms L took out buildings and contents insurance through a broker with RSA for ‘property A’. The policy allowed short term lets an... (2 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 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-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 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 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-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 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 DRN8165420
6 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs R complains that The Royal Bank of Scotland plc (“RBS”) refuses to acknowledge her status as a party to a joint mortgage account and co-mortgagor.background Mrs R brings this complaint through her daughter who has a lasting power of attorney.Mrs R and her former partner jointly o... (3 pages)View decision -
Decision Reference DRN-3704868
8 Mar 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-3704868 The complaint Mr P complains that ReAssure Life Limited failed to warn him about the risks involved in a pension transfer he was making to the Tallton Place Pension Scheme (“the Scheme”), set up by Ark Commercial Pension Planning LLP, in March 2011. The Scheme was subsequently ... (8 pages)View decision
