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-2370553
27 Nov 2020 Black Horse Limited Not upheldConsumer CreditDRN-2370553 The complaint Mr D complains that a car he obtained through a Hire Purchase Agreement with Black Horse Limited (Black Horse) wasn’t fit for purpose. He would like to sell the car to recover the cost of a new engine he had to have installed, to cancel his finance agreement, to b... (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-4032861
18 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4032861 The complaint Mr P and Mr G complain that Advantage Insurance Company Limited mishandled a claim on a motor insurance policy. What happened Mr P or his mother had a small hatchback car, first registered in about 2018. For the year from mid-August 2021, Mr P had the car insured ... (4 pages)View decision -
Decision Reference DRN-2553591
2 Sep 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2553591 The complaint Mr and Mrs H have complained that Barclays Bank UK PLC (“Barclays”) mis-sold them a number of packaged bank accounts and add on packs. Their account history is as follows: Fee-free Current account taken out in August 1988 Upgraded to a fee-paying Additions accou... (3 pages)View decision -
Decision Reference DRN5778593
3 Dec 2015 HSBC Bank plc UpheldBanking and creditMr and Mrs C are unhappy that HSBC Bank Plc has recorded adverse credit information against them.backgroundMr and Mrs C were business and personal banking customers of HSBC. Unfortunately they experienced some financial difficulty during the recession and HSBC called in i... (4 pages)View decision -
Decision Reference DRN3900099
2 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMr S has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Premier Life packaged bank account in 2009. backgroundMr S also took out other packaged bank accounts with Barclays. But he’s only complaining about the sale of the Premier Life account. So thi... (3 pages)View decision -
Decision Reference DRN1607498
13 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMiss B has complained that Barclays Bank Plc (“Barclays”) mis-sold her an Additions Active packaged bank account in 2010. backgroundOne of our adjudicators has looked into Miss B’s complaint already. He didn’t think that Barclays mis-sold the packaged account. Miss B ... (3 pages)View decision -
Decision Reference DRN-4337556
6 Dec 2023 Ageas Insurance Limited Not upheldInsuranceDRN-4337556 The complaint Mr D complains about how his insurer, Ageas Insurance Limited (Ageas), handled a claim under his motor insurance policy for the theft of his scooter. Any reference to Ageas in this decision includes their agents. What happened Mr D had a motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN-3910588
5 Mar 2023 Ageas Insurance Limited Not upheldInsuranceDRN-3910588 The complaint Mr E complains that Ageas Insurance Limited mis-recorded a claim on his motorcycle insurance policy. Part of this complaint concerns the actions of an engineer. In my decision, acts or omissions of the engineer may be referred to as acts or omissions of Ageas, ins... (4 pages)View decision -
Decision Reference DRN-3414585
14 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3414585 The complaint Mr W has complained that Admiral Insurance Company Limited (Admiral) undervalued his vehicle following a total loss settlement claim he made on his motor insurance policy. What happened Mr W was involved in an accident and he submitted a clai... (3 pages)View decision
