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 DRN9324971
29 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMr K is unhappy Barclays Bank UK PLC (trading as Barclaycard) defaulted his credit card account without notifying him.backgroundIn July 2016, Mr K experienced financial difficulties and stopped paying his contractual minimum payments for his credit card account.To assist Mr K, Barclays agr... (3 pages)View decision -
Decision Reference DRN-3813572
16 Jan 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3813572 The complaint Miss H complains that Aviva Insurance Limited (Aviva) sent information to an incorrect email address and provided a poor standard of service relating to her motor insurance policy. What happened Miss H contacted Aviva in May 2022 to set up her car insurance. She s... (3 pages)View decision -
Decision Reference DRN-4710469
3 May 2024 Covea Insurance plc Not upheldInsuranceDRN-4710469 The complaint Miss F has complained that Covea Insurance plc ended a claim she made for unemployment on her mortgage payment protection insurance (PPI) policy after making only one month’s payment. What happened Miss F is self-employed, working in both private practice and unde... (3 pages)View decision -
Decision Reference DRN7102824
8 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R complain that they were mis-sold two packaged bank accounts by Barclays Bank Plc. backgroundMr and Mrs R’s joint account was upgraded to a packaged account called Additions in 2007. At the time of the upgrade, the Additions Account cost £11.50 a month ... (2 pages)View decision -
Decision Reference DRN-2093802
26 Oct 2020 U K Insurance Limited Not upheldInsuranceDRN-2093802 The complaint Mrs L complains that U K Insurance Limited trading as Direct Line Car Insurance didn’t change her car on her insurance policy when she asked it to. What happened Mrs L has a car insurance policy with Direct Line. In June 2019 Mrs L purchased a new car and called D... (2 pages)View decision -
Decision Reference DRN8671663
24 Jul 2014 Secure Trust Bank Plc Not upheldBanking and creditMrs B complains that Secure Trust Bank PLC, trading as Moneyway (“STB”) wrongly charged her for car repairs that it did not carry out, incorrectly registered a default against her credit file, and provided her with incorrect information.background Mrs B told STB that she wished to volunta... (2 pages)View decision -
Decision Reference DRN3187067
2 Aug 2019 Bank of Scotland Plc Not upheldBanking and creditMr M has complained that Bank of Scotland Plc (“BOS”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in October 2010. backgroundOne of our adjudicators has looked at this complaint and didn’t think BOS had mis-sold the URCA. Mr M disagreed and asked for a... (3 pages)View decision -
Decision Reference DRN-4327595
2 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4327595 The complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) won’t refund several transactions he didn’t make or otherwise authorise from his account with it over a number of years. He says his ex-partner made the payments during that time from his account without his kn... (3 pages)View decision -
Decision Reference DRN6014843
6 Jul 2017 UK Insurance Limited UpheldInsurance (excluding PPI)Mr Q complains that UK Insurance Limited’s (“UKI”) valuation of his car was too low after he claimed on his motor insurance policy. He’s also unhappy about the type of hire car he was given.backgroundAfter Mr Q claimed following an accident, UKI assessed his car t... (3 pages)View decision -
Decision Reference DRN-3868539
20 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3868539 The complaint Mr S is unhappy that Santander UK Plc hasn’t reimbursed all the money he’s lost to a scam. What’s happened? Mr S has fallen victim to an investment scam. He was contacted by a representative of a company I’ll refer to as ‘L’ and offered attractive returns of 5.95%... (3 pages)View decision
