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 DRN8954460
25 Jun 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs W have complained that HSBC UK Bank Plc (“HSBC”) mis-sold them a fee- paying Advance account.They say they were talked into agreeing to the account when they were on the phone to HSBC discussing a fraud that happened on their credit card.backgroundMr and Mrs W held a fee-free ac... (4 pages)View decision -
Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision -
Decision Reference DRN9076796
2 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr L and Mrs B have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them a fee-paying Platinum packaged bank account.backgroundI issued a provisional decision on this complaint, detailing my thoughts on why the complaint shouldn’t be upheld, on 16 January 2018 and invi... (4 pages)View decision -
Decision Reference DRN6097472
18 May 2016 TSB Bank plc UpheldBanking and creditMr O has complained that TSB Bank plc (“TSB”) mis-sold him Platinum and Premier packaged bank accounts in 2006 and 2010. backgroundOne of our adjudicators has looked into Mr O’s complaint already and she thought while TSB hadn’t mis-sold the Platinum account it had ... (3 pages)View decision -
Decision Reference DRN-4667315
26 Nov 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4667315 The complaint Mr P is unhappy as Lex Autolease Ltd (Lex) are holding him liable for additional road fund licence costs under a hire agreement he has with them. When I refer to what Mr P or Lex have said or done, it should also be taken to include things said or done on thei... (4 pages)View decision -
Decision Reference DRN-4703468
2 May 2024 Wakam UpheldInsuranceDRN-4703468 The complaint Mr O complains about how Wakam handled a claim made on his commercial motor insurance policy. What happened Mr O’s car was damaged in an accident, and he made a claim to Wakam. He said he couldn’t contact Wakam and he needed his car for work. So after a few weeks ... (3 pages)View decision -
Decision Reference DRN-5175394
14 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5175394 The complaint Mrs S complains about the amount Sabre Insurance Company Limited paid to settle a claim she made on her motor insurance policy. What happened Mrs S’s vehicle was damaged after being involved in an accident in October 2023. She tried to contact Sabre to make a ... (4 pages)View decision -
Decision Reference DRN-5106459
14 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5106459 The complaint Miss B has complained that First Central Underwriting Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss B took out a motor insurance policy with First Central through an online price... (4 pages)View decision -
Decision Reference DRN-4210840
31 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4210840 The complaint Mr H complains about Advantage Insurance Company Limited’s handling of his motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN2336026
8 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr B has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Premier Life packaged bank account in 2008. backgroundTwo of our adjudicators have looked into Mr B’s complaint already and they didn’t think that Barclays mis-sold the packaged account to him. Mr B... (3 pages)View decision
