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 4282 results
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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 DRN-4465697
28 Nov 2023 Tesco Underwriting Limited Not upheldInsuranceDRN-4465697 The complaint Mrs S has complained about the amount Tesco Underwriting Limited paid in settlement of a claim she made under her motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full detail her... (3 pages)View decision -
Decision Reference DRN-5068042
25 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5068042 The complaint Mrs R complains that Acromas Insurance Company Limited is responsible for delay and damage in connection with her claim on a breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a campervan, first regist... (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 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-4428050
9 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4428050 The complaint Mrs W complains that she fell victim to a rogue trader scam, but Lloyds Bank PLC won’t refund the payments she made. What happened In December 2022 and January 2023 Mrs W made four faster payments totalling £7,822.16 to a sole trader electrician. Mrs W says the el... (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-3185557
23 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3185557 The complaint Mr S complains that Bank of Scotland plc (trading as Halifax) won’t refund the money he says he’s lost to a fraudulent company. What’s happened? Mr S made several debit card payments to an online casino, which I’ll refer to as ‘B’. He also received winnings from s... (3 pages)View decision
