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 4568 results
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Decision Reference DRN2861239
3 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMiss K has complained Barclays Bank Plc (“Barclays”) mis-sold her a Graduate Additions account in 2015. She paid a monthly fee for the account which offered some benefits in return.backgroundMiss K raised a number of concerns about how the bank had sold the packaged ... (2 pages)View decision -
Decision Reference DRN6823240
23 Oct 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Ms L says Liverpool Victoria Insurance Company Limited didn’t deal properly with a claim she made on her motor insurance policy following an accident.backgroundMs L’s car was written-off by an unknown driver in a ‘hit and run’ incident during the night. Ms L feels th... (2 pages)View decision -
Decision Reference DRN2329438
7 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms G complains that U K Insurance Limited (“UKI”) sold her car for salvage when it wasn’t entitled to. She would like the car back, or compensation to cover how much she could’ve sold the parts for.backgroundMs G has a motor insurance policy which is underwritten by UKI.... (2 pages)View decision -
Decision Reference DRN9217240
31 Mar 2020 QIC Europe Ltd Not upheldInsurance (excluding PPI)Mr W complains that QIC Europe Limited (QEL) unfairly voided his Home Select insurance policy. backgroundMr W set up a home insurance policy via a comparison website which started on 20 February 2018. It was underwritten by QEL and administered QMetric Group Limited trading as Policy Exper... (2 pages)View decision -
Decision Reference DRN-3799020
17 Nov 2022 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-3799020 The complaint Mr F complains that AA Underwriting Insurance Company Limited made an unreasonable offer as settlement of a claim he made on a car insurance policy. What happened Mr F insured his car with AA. The car was damaged in an accident and he claimed on the policy. AA acc... (3 pages)View decision -
Decision Reference DRN3453672
12 Jan 2018 Barclays Bank Plc Not upheldBanking and creditMiss A complains that Barclays Bank PLC won’t refund money that was transferred from her account by someone else.backgroundMiss A says that she agreed that a friend of her nephew could transfer £1,000 into her account for her to pay to him because he didn’t have a ... (2 pages)View decision -
Decision Reference DRN7870271
10 May 2018 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK Plc didn’t default his credit card account promptly.backgroundMr C told us that he wrote to all the firms he owed money to in December 2011, including Santander. In early 2012 he entered into a debt management plan. He said he had th... (2 pages)View decision -
Decision Reference DRN0037312
21 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMiss M has complained that Lloyds Bank PLC mis-sold her a Silver packaged bank account (PBA).backgroundMiss M opened an account as a Silver PBA in August 2008. Our adjudicator didn’t uphold the complaint. In essence he thought that Miss M would’ve been aware that she cou... (2 pages)View decision -
Decision Reference DRN0069114
8 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr T complains about the level of service the valuation of his van provided by AXA Insurance UK Plc after a claim on his commercial motor insurance policy. He wants a settlement offer that’s correct.backgroundMr T was involved in an accident and his van was damaged. ... (2 pages)View decision -
Decision Reference DRN8767302
18 Feb 2019 Nationwide Building Society Not upheldBanking and creditMr and Mrs R complain that Nationwide Building Society records are incorrect. They say it has the wrong date for when they became members of the society, which restricts their access to loyalty products. They say Nationwide’s records don’t show Mrs R as a joint accoun... (3 pages)View decision
