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 4777 results
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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 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 DRN0123491
28 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclays Bank Plc (“Barclaycard”) caused a job offer that had been made to him to be withdrawn as a result of incorrect, adverse information it recorded on his credit file. He is seeking compensation for having lost the employment opportunity.background Barclaycard... (2 pages)View decision -
Decision Reference DRN-3062433
2 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3062433 The complaint Mr A complains that Santander UK Plc has unfairly registered a default on his credit file. What happened Mr A says he agreed a repayment plan with Santander in May 2020. He accepts he may have been late making some payments but says he did make them. Mr A says he ... (2 pages)View decision -
Decision Reference DRN2429219
19 Mar 2015 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited registered a default on his credit file with no warning and even though he’d entered a debt management plan. He’d like MBNA to remove the default and allow him to enter a repayment plan to ensure that further defaults aren’t recor... (2 pages)View decision -
Decision Reference DRN-1562495
14 Sep 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1562495The complaintMr K has complained that Aviva Insurance Limited didn’t meet all of the costs to repair his car following a claim he made under his car insurance policy. What happenedIn April 2019 Mr K contacted his insurer, Aviva to say that three weeks before a third party vehicl... (3 pages)View decision -
Decision Reference DRN-5195990
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5195990 The complaint Mr K is unhappy with Aviva Life & Pensions UK Limited’s decision not to allow him to increase the level of protection under his income protection policy. What happened Mr K has income protection with Aviva. When he first took the policy, it was with another... (3 pages)View decision -
Decision Reference DRN8435441
29 Apr 2014 Barclays Bank Plc Not upheldBanking and creditMr K complains that Barclays Bank Plc (trading as Barclaycard) failed to protect his account from fraud.background In August 2013 Mr K saw what he thought was an error on his Barclaycard account details and contacted the bank. He then discovered that the address on his account had been ... (3 pages)View decision -
Decision Reference DRN0342332
24 Mar 2021 Clydesdale Bank Plc Not upheldBanking and creditMr M complains that Clydesdale Bank Plc added his daughter’s names to his account without his authority which resulted in £13,000 being withdrawn from the account. Mr M is represented by his son. background Mr M says Clydesdale added his daughter’s names to his passbook account without tel... (2 pages)View decision