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 DRN4762200
14 Dec 2015 Elite Insurance Company Limited UpheldInsurance (excluding PPI)Mr P has complained that Elite Insurance Company Limited voided his car insurance policy (so cancelled it as if it had never existed) and therefore didn’t consider a claim he made when his car was stolen.backgroundI’ve attached my provisional decision from November 20... (4 pages)View decision -
Decision Reference DRN-3478504
13 May 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3478504 The complaint Mrs B has complained that Tesco Personal Finance Plc (“Tesco Bank”) has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr and Mrs B had an existing membership with C and were invited to Tenerife for a “free holi... (9 pages)View decision -
Decision Reference DRN-4628086
23 Feb 2024 The Energy Saving Trust Limited Not upheldConsumer CreditDRN-4628086 The complaint Mr T has complained about the quality of a car he bought using a fixed sum loan agreement from The Energy Saving Trust Limited (EST). What happened EST provided Mr T with £35,000 credit under a fixed sum loan agreement for him to put towards a new plug-in hybrid c... (10 pages)View decision -
Decision Reference DRN1128796
27 Mar 2018 Santander UK Plc Not upheldBanking and creditMrs J has complained that Santander UK Plc changed the name and correspondence address on her mortgage account without her authority. Mrs J is also unhappy about a default balance on a current account, which she says she didn’t open.backgroundMrs J has a mortgage acc... (3 pages)View decision -
Decision Reference DRN0319166
6 Jun 2013 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr L has complained that AXA Insurance UK Plc has admitted liability for a claim, despite the fact he has not asked for indemnity for this under his insurance policy.backgroundI considered this matter in my provisional decision dated 28 March 2003. Mr L stated that he reversed his car in... (3 pages)View decision -
Decision Reference DRN-5184952
3 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5184952 The complaint Mr S complains that he’s unable to add his Bank of Scotland plc credit card to Apple Pay. What happened In or around June 2024 Mr S upgraded his phone from an iPhone 12 to an iPhone 15. His three debit cards (all held with Bank of Scotland) transferred to his A... (3 pages)View decision -
Decision Reference DRN-4665395
28 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4665395 The complaint Mr P complains that Lloyds Bank PLC hasn’t refunded him after he fell victim to a scam. What happened Mr P received a leaflet through his door from a business I’ll refer to as T. The leaflet advertised T’s services for investing in gold. Mr P has said he looked in... (3 pages)View decision -
Decision Reference DRN-3905599
27 Feb 2023 Tesco Underwriting Limited Not upheldInsuranceDRN-3905599 The complaint Mr S complains Tesco Underwriting Limited (“Tesco”) unfairly declined his home insurance claim for a broken laptop. What happened In December 2021 Mr S added a laptop to his insurance policy. In the same month, Mr S contacted Tesco and logged a claim after he said... (3 pages)View decision -
Decision Reference DRN4548049
10 Sep 2019 HSBC UK Bank Plc Not upheldBanking and creditMr P, represented by Mr W, makes a number of complaints about HSBC UK Bank Plc, trading as first direct, handling of his attempts to register a Lasting Power of Attorney (LPA) on his account.backgroundMr P tried to register the LPA on his first direct account but says it refused to accept ... (3 pages)View decision
