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 4269 results
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Decision Reference DRN-2713590
25 Mar 2021 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-2713590 The complaint Mrs K complains that a car she obtained through a fixed sum loan agreement with Hitachi Capital (UK) Plc was not of satisfactory quality and was misrepresented to her. The complaint is brought on her behalf by her son, who I will call Mr S. What happened The backg... (4 pages)View decision -
Decision Reference DRN-5158837
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5158837 The complaint Mr M has complained about a transfer of his personal pensions with ReAssure Limited (ReAssure) to a small self-administered scheme (SSAS) in June 2015. Mr M’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now appears to have lit... (16 pages)View decision -
Decision Reference DRN-1983623
16 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1983623 The complaint Ms H complains that Barclays Bank PLC provided an inconsistent text alert service, and poor customer service. What happened In late 2019 and early 2020, Ms H made several complaints to Barclays about the text alerts she had set up on her account. Ms H said Barcla... (4 pages)View decision -
Decision Reference DRN-5156919
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5156919 The complaint Mr C has complained to ReAssure Limited (ReAssure) about a transfer of his personal pension to a small self-administered scheme (SSAS) in October 2014. Mr C’s SSAS was subsequently used to invest in The Resort Group (TRG) and Dolphin Trust loan notes. The inves... (14 pages)View decision -
Decision Reference DRN4829122
8 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMs K has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 1999.backgroundOne of our adjudicators has looked into Ms K’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision -
Decision Reference DRN-4436490
29 Nov 2023 Simplyhealth Access Not upheldInsuranceDRN-4436490 The complaint Mr and Mrs G complain about the way that Simplyhealth Access administered their dual- registered ‘Simply Cash’ insurance policies. What happened Mr and Mrs G each held dual-registered ‘Simply Cash’ cashback insurance policies for many years, which provided cashbac... (4 pages)View decision -
Decision Reference DRN1520067
10 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintThe estate of Mrs W has complained that Lloyds Bank PLC won’t refund unauthorised transactions on her account.Mrs G is the executor and authorised representative for the estate.BackgroundMrs W had a stroke, which made her dependent on her family for help. She gave her debit card a... (4 pages)View decision -
Decision Reference DRN-3204438
17 Dec 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3204438 The complaint Mr P complains that TransUnion International UK Limited (TransUnion) keep removing his electoral roll information from his credit report. What happened Mr P has had ongoing issues with his electoral roll information not showing on his credit report. In September ... (4 pages)View decision -
Decision Reference DRN-2889742
13 Jul 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2889742 The complaint Mrs L complains that National Westminster Bank Plc (NatWest) defaulted her loan account and advised late payments to credit reference agencies. What happened Mrs L took a loan of £15,000 from NatWest in August 2019. The repayments were £312.67 a month. She missed ... (3 pages)View decision -
Decision Reference DRN-5176271
29 Nov 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5176271 The complaint Mr M complains that Accelerant Insurance Europe SA mishandled his claim on a taxi insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an estate car, made by a premium-brand car maker and first registered in 2017.... (4 pages)View decision
