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 4777 results
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Decision Reference DRN7790329
25 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)& backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with an Argos store card in November 2010. Mrs B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did ... (3 pages)View decision -
Decision Reference DRN-4721417
19 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4721417 The complaint Mr M is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with his request for a refund of fines he incurred. What happened In December 2022, Mr M hired a car from a company I’ll call ‘A’, while he was overseas. In January 2023... (3 pages)View decision -
Decision Reference DRN-4544281
23 Jan 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4544281 The complaint Ms C complains Ageas Insurance Limited provided an unfair settlement to her motor insurance claim. What happened Ms C’s car was involved in a car park fire. The damage to it couldn’t be confirmed. Ageas, her motor insurer, treated the car as a total loss. It waive... (3 pages)View decision -
Decision Reference DRN-1825739
18 Sep 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1825739The complaintMrs G has complained about Calpe Insurance Company Limited’s decision to settle a third party’s claim against her car insurance policy. All reference to Calpe as the lead insurer includes its agents.What happenedIn February 2019 Calpe received a claim from a third p... (3 pages)View decision -
Decision Reference DRN-4205088
1 Aug 2023 Leeds Building Society Not upheldMortgagesDRN-4205088 The complaint Mrs D complains that Leeds Building Society didn’t send the original property title deeds to her upon the redemption of her mortgage. What happened Mrs D had a mortgage with Leeds Building Society between 2009 and 2022. When Mrs D redeemed this mortgage in October... (3 pages)View decision -
Decision Reference DRN-4569041
19 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4569041 The complaint Miss A has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. What happened Miss A contacted RSA to send an engineer to fix her boiler. Miss A complained to RSA because she said the engineer misd... (3 pages)View decision -
Decision Reference DRN-3487399
15 Jun 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3487399 The complaint Mr G has complained that Nationwide Building Society (“Nationwide”) has unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In February 2019, Mr G, along with his wife, travelled to Tenerife and signed up to... (3 pages)View decision -
Decision Reference DRN-4446173
3 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4446173 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments made using his debit card that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief su... (3 pages)View decision -
Decision Reference DRN-3694918
28 Feb 2023 Invesco Fund Managers Limited Not upheldInvestmentsDRN-3694918 The complaint Miss F complained about the service provided by Invesco Fund Managers Limited (‘Invesco’). Miss F said she instructed Invesco to perform a conversion between classes of a fund and Invesco told her it wouldn’t be able to do this. Miss F is not happy about this and ... (3 pages)View decision -
Decision Reference DRN-5445962
15 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5445962 The complaint Mr P complains Fortegra Europe Insurance Company Ltd (“Fortegra”) unfairly declined his claim and voided his caravan insurance policy. All references to Fortegra include its agents. What happened Around March 2024, Mr P says he bought a used caravan from a deal... (3 pages)View decision