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 4569 results
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Decision Reference DRN-4537109
24 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4537109 The complaint Mrs A is unhappy with the service provided by UKI Limited (UKI Limited) following a claim she made on her car insurance policy. What happened Mrs A took out a car insurance policy with UKI Limited in August 2022. The policy booklet explained in the event of accide... (3 pages)View decision -
Decision Reference DRN1371715
29 Dec 2015 Moneysupermarket.com Financial Group Limited Not upheldInsurance (excluding PPI)Miss R complains that when she bought a motor insurance policy through Moneysupermarket.com Financial Group Limited, her private number plate was changed to her car’s original number plate on her policy documents. She wants it to change its systems and reimburse her ca... (2 pages)View decision -
Decision Reference DRN7019091
13 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMrs J has complained that Bank of Scotland plc (trading as Halifax) has not registered her instructions to receive interest payments on her savings accounts without any tax being deducted. She wants the tax she has overpaid refunded to her.backgroundMrs J lives abroad and has held a Guara... (2 pages)View decision -
Decision Reference DRN4707619
30 Jul 2013 HSBC Bank plc UpheldBanking and creditMr A complains that HSBC Bank plc (“HSBC”) should not have closed his account and then, unbeknown to him, shared information with other banks, through CIFAS, which meant he could not open accounts elsewhere. our initial conclusionsThe adjudicator recommended that the complaint be up... (2 pages)View decision -
Decision Reference DRN6421813
23 Aug 2017 Santander UK Plc UpheldBanking and creditMrs R has complained that Santander UK Plc asked her to countersign a form to register her power of attorney with it.Her son and attorney, Mr R, represents her.backgroundMrs R has a progressive illness. In 2007, she appointed her son, Mr R, as her attorney under an... (4 pages)View decision -
Decision Reference DRN9335913
11 Mar 2020 The Society of Lloyd's Not upheldInsurance (excluding PPI)P, a firm of loss adjusters, acts for Mr N. He is unhappy that Society of Lloyd’s won’t pay his claim under his landlord unoccupied property policy in respect of an escape of water in the insured property, which consists of a block of flats.backgroundIn 2015 Mr N took out an unoccupied pol... (2 pages)View decision -
Decision Reference DRN-3430511
19 Apr 2022 National Westminster Bank Plc Not upheldMortgagesDRN-3430511 The complaint Mr and Mrs P’s complaint is that National Westminster Bank Plc (NatWest) didn’t return the deeds to their home when they paid off their mortgage. Mr and Mrs P believe NatWest was sent the deeds when they took out their mortgage and it likely later destroyed them, ... (5 pages)View decision -
Decision Reference DRN-4038732
27 Mar 2023 Brown Shipley & Co Limited UpheldInvestmentsDRN-4038732 The complaint Mr R and Mrs R complain that Brown Shipley & Co Limited delayed the transfer of funds from Mrs R’s General Investment Account (GIA) to Mr R’s individual Savings Account (ISA) and this caused Mr R a financial loss resulting in the loss of some of his 2019/20 IS... (4 pages)View decision -
Decision Reference DRN-5373323
10 Apr 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5373323 The complaint Mr T complains about how Hastings Insurance Services Limited trading as Hastings Direct (Hastings Direct) dealt with a proposed cancellation of his policy and refunds due. References to Hastings Direct in this decision include their agents. Mr T was supported... (5 pages)View decision -
Decision Reference DRN-2510079
8 Apr 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-2510079 The complaint Mr and Mrs S have complained about Admiral Insurance Company Limited’s actions in connection with their motor insurance policies. Mr S has taken the lead in bringing this complaint; so, where I refer to his comments below those should be read as being on behalf of... (3 pages)View decision
