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 4755 results
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Decision Reference DRN7301233
16 Aug 2013 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr O has complained about LV’s failure to record the correct engine size of his vehicle which caused Mr O to cancel his motor insurance policy. our initial conclusionsThe adjudicator recommended that the complaint should not be upheld. He was satisfied that LV entered the vehicle re... (2 pages)View decision -
Decision Reference DRN8447001
16 May 2013 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster unfairly applied a default to his credit file when he voluntarily increased the repayments he made under a repayment plan. our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. He concluded that Nationa... (2 pages)View decision -
Decision Reference DRN-4402141
1 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4402141 The complaint Mr C complains about how esure Insurance Limited trading as esure (“esure”) handled a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with esure covering his car. He was involved in a serious collision with a third-party veh... (2 pages)View decision -
Decision Reference DRN6464520
30 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank plc failed to take proper action when he reported unauthorised transactions on his account and later unfairly closed his accounts and registered default information on his credit file.backgroundMr B says that, following his rais... (2 pages)View decision -
Decision Reference DRN2145760
24 Jan 2017 Advanced Payment Solutions Limited UpheldBanking and creditMr D complains that Advanced Payment Solutions Limited (“APS”) failed to cancel his credit card account.backgroundMr D had a credit card account with APS. He says he did not recall asking for the card and called APS in May 2015 to cancel it. Mr D says that, in spite ... (3 pages)View decision -
Decision Reference DRN2391005
24 Jun 2015 Santander Consumer (UK) Plc Not upheldBanking and creditMrs D complains Santander Consumer (UK) plc (trading as Santander Consumer Finance) put the wrong details on her finance agreement - so she lost out on a new vehicle and couldn’t use her existing one for a few months. background In 2013 Mrs D entered into a conditional... (2 pages)View decision -
Decision Reference DRN0524130
20 Aug 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr J complains that when he bought a car using finance from Santander Consumer (UK) plc, he was misled into believing that the agreement was hire purchase. However Santander now says it was actually a personal loan. background The issue arose when Mr J approached Santander about a vo... (2 pages)View decision -
Decision Reference DRN3116860
12 Dec 2016 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G and his son Mr G complain that Tradewise Insurance Company Limited (‘Tradewise’) didn’t pay Mr G’s claim for a stolen van under his motor trade insurance policy. I’ll use ‘Mr G’ to refer to Mr G senior and ‘Mr G2’ to refer to his son Mr G junior. backgroundIn 20... (2 pages)View decision -
Decision Reference DRN-5394114
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5394114 The complaint Mr C complains about how his insurer, U K Insurance Limited trading as Privilege (Privilege).handled his No Claims Discount (NCD) following a claim for a collision. References to Privilege in this decision include their agents. What happened Mr C took out a m... (4 pages)View decision -
Decision Reference DRN-3464785
8 Sep 2022 Aldermore Bank Plc Not upheldMortgagesDRN-3464785 The complaint Mrs R’s complaint about Aldermore Bank Plc (Aldermore) relates to the registration of a charge over the wrong property and her wrongly incurring an Early Redemption Charge (ERC). What happened In September 2018 Mrs R entered into a mortgage with Aldermore. Solicit... (2 pages)View decision