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 4563 results
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Decision Reference DRN7527920
10 May 2016 Bank of Scotland Plc Not upheldBanking and creditMr S has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2014. Mr S has used a claims management company (CMC) to bring this complaint to us.backgroundOne of our adjudicat... (2 pages)View decision -
Decision Reference DRN7636632
28 Feb 2014 The Society of Lloyd's Not upheldInsurance (excluding PPI)The complaint is against The Society of Lloyd’s and relates to the rejection of a claim for theft and loss that was made under a Home & Holiday Home insurance.backgroundI issued a provisional decision on 21 January 2014. An extract is attached and forms part of this final decision.I... (4 pages)View decision -
Decision Reference DRN2886470
18 May 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)A has complained about UK Insurance Limited and its decision not to pay a claim for the total loss of a car insured under the terms of its Motor Trade Road Risks policy. backgroundA, a premium car sales company, said it had been given a car owned by Mr J to sell. M... (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 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 -
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 DRN2691834
3 Dec 2018 Barclays Bank Plc Not upheldBanking and creditMs H, a sole trader, complains that Barclays Bank plc didn’t close her business accounts when she asked them to. backgroundOn 6 February 2018 Ms H sent an email to her business manager at Barclays asking them to close two accounts and telling them she would close a thir... (3 pages)View decision -
Decision Reference DRN-3137057
19 Nov 2021 Ageas Insurance Limited Not upheldInsuranceDRN-3137057 The complaint Mr R has complained about Ageas Insurance Limited’s handling of a claim against his motor insurance policy. What happened Mr R was in an accident when he reversed his van into a motorcyclist (the third party). Mr R told Ageas about the accident but didn't mak... (3 pages)View decision -
Decision Reference DRN-4054857
16 May 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4054857 The complaint Mrs S complains that Capital One (Europe) plc failed to refund transactions she didn’t recognise. What happened Mrs S saw there were several transactions on her Capital One credit card that she didn’t recognise and spoke to them about it. These unrecognised transa... (3 pages)View decision
