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 4338 results
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Decision Reference DRN-4580173
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580173 The complaint Mr F complains that Santander UK Plc defaulted his account and passed it to a debt collection agency without his knowledge. What happened Mr F says that in July 2023 he lost access to his Santander mobile banking app due to a faulty mobile phone handset which need... (3 pages)View decision -
Decision Reference DRN-4782973
16 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4782973 The complaint Mr J1, represented by Mr J2, complains about First Central Underwriting Limited cancelling his car insurance policy. For clarity, although First Central Underwriting Limited operated under the registered company name of Skyfire Insurance Company Limited at the... (3 pages)View decision -
Decision Reference DRN-4407561
3 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4407561 The complaint Mr H has complained that there were delays in Barclays Bank UK Plc sending him a redemption statement for his mortgage. Mr H also says that Barclays delayed in telling him that a charge in favour of a third party (which I will call N&P) was unrelated to his Ba... (4 pages)View decision -
Decision Reference DRN-4746959
17 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4746959 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car with an automatic transmission and first registered in 2004. Mr M acquired the... (4 pages)View decision -
Decision Reference DRN-2193973
27 Aug 2021 Retail Money Market Ltd Not upheldInvestmentsDRN-2193973 The complaint Mr F complains that Retail Money Market Ltd (trading as RateSetter) failed to pay him a bonus that he was expecting as part of an introductory offer when he opened a crowdfunding account. What happened In December 2018, Mr F opened a crowdfunding account that inve... (3 pages)View decision -
Decision Reference DRN7452018
21 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a payment protection insurance (PPI) policy taken out in 1999 in conjunction with a credit card. Mr W says that The Royal Bank of Scotland Plc, (“RBS”) mis-sold the policy.backgroundAn adjudicator at this service has considered Mr W’s complaint and r... (3 pages)View decision -
Decision Reference DRN-1602584
20 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1602584The complaintMrs H complains that Nationwide Building Society didn’t notify her before the end of the 12- month term of her Flex Regular Online Saver account. And that Nationwide failed to cancel a standing order to the account. She says this caused her to lose interest after th... (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 -
Decision Reference DRN-5065615
19 Nov 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-5065615 The complaint Mrs H and Mr H complain about Acasta European Insurance Company Limited (“AEIC”) and the decision to decline the claim they made on their Guarantee Insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease... (3 pages)View decision
