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 4245 results
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Decision Reference DRN-3042788
12 Sep 2021 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-3042788 The complaint Mr C complains about the quality of a car that was supplied to him through a hire purchase agreement with Blue Motor Finance Ltd (BMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision which... (4 pages)View decision -
Decision Reference DRN-4373044
2 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4373044 The complaint Mr M complains that esure Insurance Limited held him liable for a claim made on his motor insurance policy following an incident. He’s unhappy with its communication throughout the claim, that his premiums have increased, and that he couldn’t use his passenger as ... (3 pages)View decision -
Decision Reference DRN9462218
1 Mar 2016 Armitage Insurance Services UpheldInsurance (excluding PPI)Mr B has complained that Armitage Insurance Services didn’t pass on to his insurer information he gave it when he bought a motor policy through it.background Mr B bought a motor policy through a broker, Armitage in May. Later that month Mr B was stopped by the poli... (4 pages)View decision -
Decision Reference DRN-4454509
27 Nov 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4454509 The complaint In 2016, Mr R held a current account with HSBC Bank Plc. Someone (a cold caller) rang him and told him about an opportunity to invest in a property company which would give him good returns. Mr R subsequently invested £30,000 in the property company. He paid the m... (3 pages)View decision -
Decision Reference DRN7175638
12 Jul 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P complain that U K Insurance Limited (“UKI”) provided them with poor service when Mrs P claimed on their motor insurance policy after the theft of Mr P’s car.backgroundMr P’s car was stolen whilst he and Mrs P were away on holiday. Mr P reported it to UKI straight away. They re... (3 pages)View decision -
Decision Reference DRN-3937610
15 Mar 2023 AXA PPP Healthcare Limited Not upheldInsuranceDRN-3937610 The complaint Ms G complains about how AXA PPP Healthcare Limited handled the claims she made under her private health insurance policy, and the service she received. What happened Ms G held a private health insurance policy with AXA since 1 December 2016 on a moratorium basis.... (3 pages)View decision -
Decision Reference DRN9280542
7 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMiss M has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward packaged bank account to her in 2011. She pays a monthly fee for the account which offers a number of benefits.Miss M has used a claims management company (CMC) to b... (3 pages)View decision -
Decision Reference DRN2263684
19 Aug 2016 Barclays Bank Plc Not upheldBanking and creditMr W has complained that Barclays Bank Plc (“Barclays”) mis-sold him First Additions and Premier Life packaged bank accounts in 2005 and 2009. backgroundOne of our adjudicators has looked into Mr W’s complaint already and he didn’t think that Barclays mis-sold the pack... (3 pages)View decision -
Decision Reference DRN4822521
10 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs R have complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold them a Royalties packaged bank account in 1998, which later migrated to the Select Silver account in 2012. They pay a monthly fee for the account which offers various benefits in return... (3 pages)View decision -
Decision Reference DRN8983281
4 Dec 2017 Nationwide Building Society Not upheldBanking and creditThis complaint deals with the actions that Nationwide Building Society took when it was asked to close the accounts of the late Ms M. Mr A brings this complaint on behalf of her estate.backgroundMr A told us that he had faced lots of obstacles in trying to deal... (3 pages)View decision
