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
-
Decision Reference DRN-3698036
17 Nov 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3698036 The complaint Mr P is unhappy Advantage Insurance Company Limited (Advantage) avoided his motor insurance policy and declined his claim. What happened In November 2021, Mr P took out a motor insurance policy with Advantage via a price comparison website. In February 2022, he ma... (3 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 -
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 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 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 DRN3751390
21 Sep 2015 National Westminster Bank Plc Not upheldBanking and creditMr P complains that National Westminster Bank Plc (“NatWest”) mis-sold him a Select Silver packaged bank account in 2011. Mr P paid a monthly fee for the account, which offered him several benefits in return.Mr P’s used a claims management company (CMC) to bring his ... (2 pages)View decision -
Decision Reference DRN-2208419
8 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2208419 The complaint Mr R is complaining Ageas Insurance Limited has settled a claim a third party made on his car insurance policy. What happened Ageas contacted Mr R to say a third party was claiming he’d been involved in an accident with a parked car. Mr R disputed this as he said ... (3 pages)View decision -
Decision Reference DRN-3330169
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3330169 The complaint B has complained (through its representative Mr O) about the way HSBC UK Bank Plc has dealt with its request for information regarding its account, failed to provide details of the advisor dealing with the request, and used an incorrec... (3 pages)View decision -
Decision Reference DRN-4999837
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4999837 The complaint Mr R complains that Bank of Scotland plc trading as Halifax won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on t... (3 pages)View decision -
Decision Reference DRN-1655789
7 Aug 2020 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-1655789The complaintMrs D complains about the quality of a car she has been financing through an agreement with FCA Automotive Services UK Ltd (“FCA”), trading as Fiat Financial Services. What happenedThe details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision
