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-2122087
26 Aug 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2122087The complaintMr F is unhappy Lloyds Bank PLC hasn’t refunded him £9,996.81 he lost to an investment scam. What happenedThe details of this case have been clearly set out by our investigator when he wrote to the bank upholding Mr F’s complaint. As such, the facts are well-known t... (3 pages)View decision -
Decision Reference DRN-5236051
24 Jan 2025 Wakam Not upheldInsuranceDRN-5236051 The complaint Mr C and Ms R are unhappy Wakam turned down a claim they made on their wedding insurance policy. Although the policy is in joint names as the complaint has been largely brought by Ms R I’ll refer to her in this decision. All references to Wakam include its agen... (3 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 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 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 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 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 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 -
Decision Reference DRN-3704868
8 Mar 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-3704868 The complaint Mr P complains that ReAssure Life Limited failed to warn him about the risks involved in a pension transfer he was making to the Tallton Place Pension Scheme (“the Scheme”), set up by Ark Commercial Pension Planning LLP, in March 2011. The Scheme was subsequently ... (8 pages)View decision -
Decision Reference DRN8780992
11 Jul 2013 HFC Bank Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a regular (monthly) premium payment protection insurance (“PPI”) policy sold in conjunction with a loan, taken out in November 2008 with a term of 36 months. Mrs B says that HFC Bank Limited (“HFC”) mis-sold the policy. my findingsI have con... (2 pages)View decision
