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 DRN5320019
10 Aug 2016 Bank of Scotland Plc Not upheldBanking and creditMiss F has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to her in 2009. backgroundOne of our adjudicators has looked into Miss F’s complaint already and she didn’t think that Halif... (3 pages)View decision -
Decision Reference DRN3773730
7 Mar 2017 WorldPay (UK) Limited Not upheldBanking and creditMrs F complains that WorldPay (UK) Limited acted unfairly towards her, resulting in her merchant account being closed and money held back.backgroundMrs F took merchant facilities with WorldPay, so that she could accept card payments for her business. She says that Worl... (3 pages)View decision -
Decision Reference DRN-3503953
14 Jun 2022 One Insurance Limited Not upheldInsuranceDRN-3503953 The complaint Mr K complains One Insurance Limited unfairly avoided his motor insurance policy and refused his claim. What happened In October 2021 Mr K took out a One Insurance motor insurance policy. He used an online aggregator site. After selecting the quotation he was pas... (3 pages)View decision -
Decision Reference DRN-2920386
8 Oct 2021 Clear Score Technology Limited Not upheldConsumer CreditDRN-2920386 The complaint Miss M is unhappy that a fraudster has been able to access her credit file and she is concerned that Clear Score didn’t do enough to safe guard her personal data. What happened On 10 June 2020, Miss M received a call from a credit card company asking her if she ap... (3 pages)View decision -
Decision Reference DRN1474505
9 Nov 2020 Covea Insurance plc UpheldInsurance (excluding PPI)Mr M has complained about Covea Insurance plc’s actions in cancelling his motor insurance policy. Reference to Covea includes its agents. background Mr M bought a policy from Covea. A friend used their card to pay for it on Mr M’s behalf. Some months later police stopped Mr M while he was ... (3 pages)View decision -
Decision Reference DRN0778745
4 Apr 2016 London General Insurance Company Limited Not upheldPayment protection insurance (PPI)Mr H complains that he was mis-sold a payment protection insurance (PPI) policy, when he bought a car.London General Insurance Company Limited (LGI), the insurer, didn’t actually sell the policy to him, but has accepted responsibility for the sale and so for this compl... (3 pages)View decision -
Decision Reference DRN2001737
27 Jul 2016 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold him a Silver packaged bank account in 2010. Mr P has used a Claims Management Company (“CMC”) to bring his complaint to us.backgroundTwo of our adjudicators have looked into Mr P’s complaint already and th... (3 pages)View decision -
Decision Reference DRN9330392
6 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMs F has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2004.backgroundOne of our adjudicators has looked into Ms F’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision -
Decision Reference DRN-5134183
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5134183 The complaint Mr P complains that U K Insurance Limited (“UKI”) hasn’t honoured a quote for a car insurance policy. What happened Mr P received a renewal quote for his car on 9 August 2024 for £1,334.41. He wasn’t happy with the quote as it was more than double what he’d pa... (3 pages)View decision -
Decision Reference DRN-2765343
13 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2765343 Complaint Mr M says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. Background Mr M bought the policy in 2000 at the same time as taking out a credit card. Our adjudicator didn’t uphold the complaint. Mr M disagreed with the ad... (3 pages)View decision
