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 DRN5245163
12 Sep 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a monthly premium payment protection insurance (PPI) policy, sold in 1999 in connection with a credit card. Ms A says that The Royal Bank of Scotland Plc mis- sold the policy because she felt she had to take the policy in order to be given the credit card; sh... (3 pages)View decision -
Decision Reference DRN7376422
29 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMrs J has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000.backgroundTwo of our adjudicators have looked into Mrs J’s complaint already and they didn’t think that NatWest mis-sold the packaged ... (3 pages)View decision -
Decision Reference DRN8624814
30 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms W says Royal & Sun Alliance Insurance Plc (“RSA”) provided poor service when she made a claim on her motor insurance policy.backgroundIn July 2018 a person not insured on the policy was driving Ms W’s camper van when it was involved in a serious accident. Ms W didn’t report the acci... (3 pages)View decision -
Decision Reference DRN4193804
9 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMiss A has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward packaged bank account to her in 2010. She paid a monthly fee for the account which offered a number of benefits.Miss A has used a claims management company (CMC) to br... (3 pages)View decision -
Decision Reference DRN-5371102
28 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5371102 The complaint Mr A says Admiral Insurance (Gibraltar) limited unreasonably declined a claim he made on his motor insurance policy, didn’t refund all his storage charges, and provided poor service. What happened Mr A was involved in an accident on 17 May 2024, which he accep... (3 pages)View decision -
Decision Reference DRN-5194857
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5194857 The complaint Mr R is unhappy Barclays Bank UK Plc (Barclaycard) allowed an unauthorised third party to access his account. What happened On 31 July 2024, an unauthorised third party contacted Barclaycard, and on impersonating Mr R they accessed his account. They then went ... (3 pages)View decision -
Decision Reference DRN-5162733
9 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5162733 The complaint Mr S and Mr S complain that The Co-operative Bank Plc declined cheque payments they tried to make. What happened On 7 October 2023 Mr S wrote a cheque from the business current account for £250,000 to pay a savings account with an interest rate of 6.2% with a ... (3 pages)View decision -
Decision Reference DRN-4949470
17 Sep 2024 Dayinsure.com Limited Not upheldInsuranceDRN-4949470 The complaint Mr M has complained that his motor insurance broker, Dayinsure.com Limited, (‘Dayinsure’), failed to register his policy with the Motor Insurance Database (‘MID’) which resulted in him being stopped by the police. He also said its systems were not working prope... (3 pages)View decision -
Decision Reference DRN-5845078
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5845078 The complaint Mr S complains about how U K Insurance Limited trading as Churchill (Churchill) dealt with a claim for the theft of his vehicle. Churchill made a total loss settlement for the vehicle to the finance through which Mr S was leasing the vehicle. Mr S thought Churc... (3 pages)View decision -
Decision Reference DRN-4644098
10 May 2024 Black Horse Limited Not upheldConsumer CreditDRN-4644098 The complaint Mr G has complained about the quality of a car provided on finance by Black Horse Limited (BH). What happened BH supplied Mr G with a used car on a hire purchase agreement in May 2022. The cash price of the car was around £23,500 and it had covered around 25,000 m... (3 pages)View decision