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 DRN5936693
12 Dec 2018 Nationwide Building Society UpheldBanking and creditMr and Mrs S have complained that Nationwide Building Society (“Nationwide”) changed their account type without their knowledge, which meant they lost the travel insurance that had previously been included with their account.backgroundMr and Mrs S held a Flex Account ... (3 pages)View decision -
Decision Reference DRN5663212
22 Dec 2015 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Mr F is unhappy with his former motor insurer, Pinnacle Insurance plc. He doesn’t think it should have conceded liability for a negligence claim by a third-party pedestrian (which he regards as fraudulent). And he’s annoyed that it set up another ‘fault’ claim under hi... (3 pages)View decision -
Decision Reference DRN-2910092
11 Aug 2021 U K Insurance Limited Not upheldInsuranceDRN-2910092 The complaint Mr D has complained that UK Insurance Limited (UKI) undervalued his van following a theft and subsequent total loss claim. Mr D is also unhappy that UKI misled him about paying for his sat nav and audio equipment and he says that not havin... (3 pages)View decision -
Decision Reference DRN-4230248
31 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4230248 The complaint M, a limited company complains that Lloyds Bank PLC failed to tell it that it could still use the free internet banking service to make faster payments. M wants Lloyds to refund most of the fees it has charged. What happened M holds business bank accounts with ... (3 pages)View decision -
Decision Reference DRN0649011
10 Aug 2016 Lloyds Bank PLC Not upheldBanking and creditMrs B has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her a Silver packaged bank account in 2008. Mrs B is being helped with her complaint by her son Mr B.backgroundOne of our adjudicators has looked into Mrs B’s complaint already and he didn’t think that Lloyd... (3 pages)View decision -
Decision Reference DRN5318175
18 Dec 2018 Santander UK Plc Not upheldBanking and creditC, a limited company, complains that Santander UK Plc (Santander) failed to action a request to add an account holder onto C’s business account. And this has caused problems for C.Miss L brings C’s complaint to our service. backgroundIn May 2018, Miss L called Santande... (3 pages)View decision -
Decision Reference DRN-3292939
18 Feb 2022 Coverdrone Limited Not upheldInsuranceDRN-3292939 The complaint Mr W’s complaint is about a specialist insurance policy he took out with Coverdrone Limited. He is unhappy that a claim he made for the loss of the drone covered by the policy, following an accident, has been declined. He considers the documentation associated wit... (3 pages)View decision -
Decision Reference DRN-2001279
9 Oct 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2001279 The complaint Mr H complains that Aviva Insurance Limited (“Aviva”) undervalued his ice-cream van after it was declared a total loss when he made a claim on his van insurance policy. What happened In September 2019, Mr H’s van caught fire and was completely destroyed... (3 pages)View decision -
Decision Reference DRN5800037
2 Apr 2020 Valour Finance Limited UpheldBanking and creditMr W says Valour Finance Limited – trading as Savvy.co.uk (“Savvy”) - irresponsibly lent to him.backgroundThis complaint is about one instalment loan Savvy provided to Mr W in August 2015. The loan was for £650 and repayable over 12 months. The monthly repayments were for £108.37. Mr W’s ... (3 pages)View decision -
Decision Reference DRN1532003
22 May 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc mis-sold three packaged bank accounts. A Current Account Plus to Mr B in 2008 and 2009 and Additions Active account in 2012 to both Mr and Mrs B.backgroundOne of our adjudicators has looked into Mr and Mrs B’s comp... (3 pages)View decision
