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 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 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-3652058
15 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3652058 The complaint Mr R complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN2022838
3 Dec 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs O have complained that National Westminster Bank Plc (NatWest) mis-sold an Advantage Gold packaged bank account to them in 2002. They paid a monthly fee for the account, which offered a number of benefits in return.backgroundOne of our adjudicators has l... (3 pages)View decision -
Decision Reference DRN1680636
28 Nov 2016 Bank of Scotland Plc Not upheldBanking and creditMr B has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne of our adjudicators has looked into Mr B’s complaint already and she didn’t think that Halifax mis... (2 pages)View decision -
Decision Reference DRN8990657
1 Feb 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Miss C complains about the repairs U K Insurance Limited (UKI) made to her car under her motor insurance policy. She seeks additional compensation for her trouble and upset.backgroundMiss C was involved in a car accident and UKI took her car to its approved repairer... (2 pages)View decision -
Decision Reference DRN4785511
12 Dec 2014 Bank of Scotland Plc UpheldBanking and creditMr J complains that Bank of Scotland plc (trading as Halifax) made a number of serious mistakes when closing his credit card account, causing him significant difficulty at a very inconvenient time. He also complains about the way Halifax dealt with his complaint.backgroundMr J took a cre... (3 pages)View decision -
Decision Reference DRN-4096144
2 May 2023 Accelerant Insurance Europe SA/NV UpheldInsuranceDRN-4096144 The complaint Mr M complains about how Accelerant Insurance Europe SA/NV handled a claim made on his commercial motor insurance policy. He wants compensation for his loss of use, and its delays and errors. What happened Mr M’s van was stolen, and he made a claim to Accelerant. ... (2 pages)View decision -
Decision Reference DRN-4188731
14 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4188731 The complaint Mr B complains that esure Insurance Limited hasn’t offered a fair settlement for the total loss of his vehicle after a claim was made on his motor insurance policy. What happened Mr B had an accident in his car, so he made a claim under his motor insurance policy... (3 pages)View decision
