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 4257 results
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Decision Reference DRN-2977221
26 Aug 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2977221 The complaint Mr M is unhappy Bank of Scotland plc (trading as Halifax) hasn’t refunded him £58,000 he lost to an investment scam. It’s refunded half but has said he bears responsibility for the remaining loss. What happened The details of this case have been clearly set out b... (3 pages)View decision -
Decision Reference DRN6871681
17 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in December 2003. Mr A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator concluded that the policy was not mis-sold... (3 pages)View decision -
Decision Reference DRN-3082027
22 Nov 2021 QIC Europe Ltd Not upheldInsuranceDRN-3082027 The complaint Mr S complains that QIC Europe Limited (QIC) avoided his car insurance policy and refused to pay his claim following an accident. What happened Mr S took out car insurance with QIC through a broker. The car was purchased for Mr S by his friend through his company ... (3 pages)View decision -
Decision Reference DRN-4977466
25 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4977466 The complaint Mr S complains about the service he received from UK Insurance Limited trading as Direct Line Insurance (‘UKI’) when he made a claim under his car insurance policy. What happened Mr S held car insurance through UKI. The policy booklet explained in the event of... (3 pages)View decision -
Decision Reference DRN-3058465
30 Sep 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3058465 The complaint Mr K has complained that Admiral Insurance Company Limited (Admiral) has undervalued his car following the theft of his vehicle. What happened Mr K’s car was stolen so he made a claim. Admiral offered Mr K £14,220 as a total loss settl... (3 pages)View decision -
Decision Reference DRN-4898115
4 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4898115 The complaint Miss L has complained, with the help of a professional representative, about a transfer of her The Prudential Assurance Company Limited (‘Prudential’) personal pension to a small self- administered scheme (SSAS) in September 2016. Miss L’s SSAS was subsequently... (11 pages)View decision -
Decision Reference DRN-2941140
16 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2941140 The complaint Mr A is unhappy that Monzo Bank Ltd (“Monzo”) didn’t do more to help him after he was the victim of a scam. What happened Mr A has an account with Monzo. In May 2020, he decided to invest his money using the services of someone who had approached him on a social m... (4 pages)View decision -
Decision Reference DRN3681441
1 Aug 2018 Career Finance 4 Trade Skills Limited Not upheldBanking and creditMr A complains that Career Finance 4 Trade Skills Limited won’t refund the money he paid for a vocational training course. His complaint is made under Section 75 of the Consumer Credit Act 1974 (Section 75).backgroundIn April 2013 Mr A enrolled on a domestic gas eng... (3 pages)View decision -
Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision -
Decision Reference DRN-4492953
7 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4492953 The complaint Mr D has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him after he became the victim of a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key... (4 pages)View decision
