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 4257 results
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Decision Reference DRN4529611
17 Jun 2020 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr F says Zenith Insurance Plc wrongly avoided his motor insurance policy (treated it as though it had never existed) and wouldn’t reconsider its decision.backgroundMr F called his broker on 25 September 2017 to add a van to his policy from the next day. Mr F had agreed to buy the van from... (3 pages)View decision -
Decision Reference DRN-5282853
26 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5282853 The complaint Mr R complains ClearBank Limited 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 the submissions of both part... (3 pages)View decision -
Decision Reference DRN-4740929
25 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4740929 The complaint Miss H and Mr S are unhappy with what Admiral Insurance (Gibraltar) Limited did after Mr S sought to claim on the legal expenses section of their home insurance policy. What happened Miss H and Mr S have home insurance with Admiral. Their policy includes legal exp... (3 pages)View decision -
Decision Reference DRN5402068
7 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMrs W has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to her in 2010. backgroundOne of our adjudicators has looked into Mrs W’s complaint already and she didn’t think that Halifax... (3 pages)View decision -
Decision Reference DRN0557338
24 Sep 2014 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs W complain about the way The Co-operative Bank Plc has acted in relation to their financial difficulties, both on their joint account and on Mrs W’s credit card account.backgroundFor several years, Mr and Mrs W have been in repayment plans with Co-operative Bank. In June 20... (3 pages)View decision -
Decision Reference DRN-5476189
24 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5476189 The complaint Mr H and Mrs H complain that Nationwide Building Society (NW) won’t refund money they say was lost in an investment scam. What happened What Mr H and Mrs H say: Mr H and Mrs H were retired. In 2019, they received an email from a well-known vacation rental compa... (3 pages)View decision -
Decision Reference DRN-5086387
16 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5086387 The complaint Mr P (on behalf of a limited company which I’ll call H) has complained that Prepay Technologies Ltd (trading as “Mettle”) failed to protect H from falling victim to an impersonation scam. What happened The background of this complaint is already known to both... (3 pages)View decision -
Decision Reference DRN8675772
5 Nov 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C has complained about Admiral Insurance Company Limited’s decision to reject a claim and cancel his car insurance policy as if it didn’t exist. Mr C is being represented by a solicitor in his complaint. backgroundIn October 2017 Mr C bought a car insurance policy with Admiral. In March... (3 pages)View decision -
Decision Reference DRN9126755
23 Oct 2015 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr S complains about Amtrust Europe Limited’s refusal to meet his claim for three items under his personal possessions insurance policy. backgroundMr S lost a computer, mobile phone and a bracelet. The mobile phone was only added to the policy a few days before the cla... (3 pages)View decision -
Decision Reference DRN0012456
25 Aug 2015 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr B has complained that International Insurance Company of Hannover SE settled a claim against his motor insurance policy for damage to another car which he says he didn’t cause.backgroundMr B had a motor policy with Hannover from November 2011 to November 2012. In... (3 pages)View decision
