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 4395 results
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Decision Reference DRN3241229
26 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank Plc (“Lloyds”) mis-sold him a Silver packaged bank account in 2012. backgroundOur adjudicators looked at Mr B’s complaint and eventually concluded that Lloyds hadn’t mis-sold the packaged account. Mr B disagreed and asked for an om... (2 pages)View decision -
Decision Reference DRN-4024524
30 Mar 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4024524 The complaint Mr K says Hastings Insurance Services Limited made an error when amending his motor insurance policy and that it wouldn’t honour the quote it gave him due to the error. What happened Mr K took the policy out in June 2022. He tried to get a quote for a new car in A... (2 pages)View decision -
Decision Reference DRN9136968
4 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr N has complained that Barclays Bank Plc (“Barclays”) mis-sold an Additions Active packaged bank account to him in 2012. Mr N has used a claims management company (CMC) to bring this complaint to us.backgroundOne of our adjudicators has looked into Mr N’s complaint a... (2 pages)View decision -
Decision Reference DRN1470184
18 Jun 2015 TSB Bank plc Not upheldBanking and creditMr G has complained that TSB Bank plc mis-sold a Gold packaged bank account to him in 2001, and a Platinum account in 2004. He paid monthly fees for the accounts, which offered a number of benefits in return.Mr G also complained to TSB about a Silver packaged ... (3 pages)View decision -
Decision Reference DRN5543801
29 Jan 2020 Bank of Scotland Plc UpheldBanking and creditMr H has complained about his treatment by Bank of Scotland plc (‘the bank’) when it said his account with the bank had received a fraudulent payment. backgroundThe bank wrote to Mr H in those terms in early July 2018. It said it would be closing the account (or ‘withdrawing facilities’) 6... (3 pages)View decision -
Decision Reference DRN-4206844
12 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4206844 The complaint Mr T has complained about the way Equifax Limited handled a dispute. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr T told Equifax that two loan applications in his name were fraudulent. Equifax raised disputes with... (3 pages)View decision -
Decision Reference DRN1331811
14 Dec 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R has complained that U K Insurance Limited (UKI) has turned down his claim under his motor insurance policy following the theft of his car. backgroundMr R bought a car and it was stolen soon afterwards. He claimed under his policy and UKI investigated. They establi... (2 pages)View decision -
Decision Reference DRN0080606
7 May 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss V complains that Admiral Insurance Company Limited took too long to deal with a claim she made on her motor insurance policy and provided her with poor service overall. backgroundMiss V’s car was damaged in a collision with another vehicle in January 2018. ‘Gar... (2 pages)View decision -
Decision Reference DRN-2577259
12 Apr 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2577259 The complaint Mrs G was involved in a minor car accident. She’s unhappy with how Aviva Insurance Limited (Aviva) dealt with the third party claim against her policy. In particular she’s unhappy about the impact it’s had on her No Claim Discount (NCD). What happened In November ... (3 pages)View decision -
Decision Reference DRN-2865932
3 Aug 2021 Society of Lloyd's Not upheldInsuranceDRN-2865932 The complaint Mr O is unhappy with Society of Lloyds’ decision to not pay his claim. What happened Mr O said he took an income protection policy with Lloyds in 2016. He was made redundant and so claimed on his policy in August 2019. Mr O said that Lloyds has asked him to provi... (3 pages)View decision
