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 DRN-1433862
8 Jun 2020 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-1433862 The complaintMiss C feels she was misled and inconvenienced by American Express Services Europe Limited (Amex) in respect of the card activation process having received a new card from it. What happenedMiss C has been an Amex customer for many years and in September 2019 Amex i... (3 pages)View decision -
Decision Reference DRN-5353557
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5353557 The complaint Ms B complains that U K Insurance Limited (“UKI”) mishandled her claim on her breakdown insurance policy. What happened Ms B had a hybrid electric car that had first been registered in late January 2019. Ms B acquired the car not later than early February 2021... (3 pages)View decision -
Decision Reference DRN-4563297
12 Jun 2024 Wakam Not upheldInsuranceDRN-4563297 The complaint Mr I complains Wakam unfairly avoided his motor insurance policy and declined his claim. What happened In March 2023 a short term Wakam motor insurance policy was taken out in Mr I’s name. Shortly after the ‘insured car’ was severely damaged by fire. Mr I claimed ... (3 pages)View decision -
Decision Reference DRN0561120
27 Feb 2017 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss O complains that Admiral Insurance Company Limited cancelled her car insurance without good reason or giving her proper notice that it was going to do so.backgroundMiss O took out the policy with Admiral in March 2014. Her mother, Mrs O, was a named driver. Miss ... (2 pages)View decision -
Decision Reference DRN-3385220
25 Apr 2022 Santander UK Plc Not upheldMortgagesDRN-3385220 The complaint Mr and Mrs T complain that Santander UK plc changed the details on their mortgage account and their credit files on the basis of a letter from a fraudster. As a result, they say they have suffered identity fraud with other lenders as well as with Santander. What h... (2 pages)View decision -
Decision Reference DRN-4803716
5 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4803716 The complaint Miss M complains that esure Insurance Limited mishandled her motor insurance policy. What happened In September 2022, Miss M had a car with a cherished number plate. For the year from early September 2022, Miss M had the car insured on a policy with esure. The cos... (3 pages)View decision -
Decision Reference DRN0691592
12 Apr 2018 National Westminster Bank Plc Not upheldBanking and creditMrs N has complained that National Westminster Bank Plc (“NatWest”) mis-sold her an Advantage Gold packaged account on the promise of benefits that she’s never received. She paid a monthly fee for the account.backgroundMrs N’s account history with NatWest is as follo... (3 pages)View decision -
Decision Reference DRN-4915419
18 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4915419 The complaint Mr K complains that Aviva Insurance Limited (Aviva) declined a claim made under his van insurance policy. What happened In October 2021, Mr K purchased a van via an online marketplace in cash, for a much lower price than he’d seen similar vehicles for. Mr K wa... (3 pages)View decision -
Decision Reference DRN6176374
19 Jul 2018 Bank of Scotland Plc Not upheldBanking and creditMr K has complained that Bank of Scotland plc mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne adjudicator looked at Mr K’s complaint and didn’t think BOS had mis-sold the URCA. Mr K disagreed and asked for an ... (2 pages)View decision -
Decision Reference DRN-4014064
22 May 2023 One Insurance Limited Not upheldInsuranceDRN-4014064 The complaint Mr B complained that One Insurance declined a theft claim under his motor insurance policy. What happened When Mr B made a claim after his car was stolen, One Insurance discovered that Mr B wasn’t the car’s owner and registered keeper at all. Instead that was a li... (2 pages)View decision
