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 4563 results
-
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 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-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 DRN3797523
6 Sep 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that U K Insurance Limited (trading as Privilege) has refused to provide cover for an accident where an associate of Mr R’s was driving the car. The associate wasn’t a named driver on Mr R’s car insurance policy.backgroundIn June 2015 Mr R’s car was invo... (2 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 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 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 DRN0191518
2 Jul 2015 Nationwide Building Society Not upheldBanking and creditMr A complains that Nationwide Building Society rejected his claim under S 75 Consumer Credit Act 1974 in respect of a car he purchased. He also complains about his account being closed.background Mr A purchased a Y registered Audi in September 2014 for £3,222 using... (2 pages)View decision -
Decision Reference DRN8175778
27 Oct 2015 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr and Mrs G of ‘Firm P’ complain that Society of Lloyd’s wrongly refused to meet a claim made on their specialist motor insurance policy.backgroundMr G bought a new vehicle on 27 November 2014. He sent a text message to his broker after business hours on Friday 2... (2 pages)View decision -
Decision Reference DRN7495858
11 Sep 2019 One Sure Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains after his motor insurance policy, bought through One Sure Insurance Limited (“One Sure”), was cancelled after premium payments were missed. Mr J is unhappy with the service he received and feels that the policy terms and conditions were not followed. backgroundMr J bought a ... (2 pages)View decision
