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 DRN0520448
28 Oct 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mrs D has complained that Zenith Insurance plc’s service to her was poor when she made a claim under her motor policy after her car was stolen.backgroundMrs D’s car was stolen following a break in at her home and she made a claim to Zenith.Mrs D’s car was discove... (4 pages)View decision -
Decision Reference DRN-2631497
15 Mar 2021 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-2631497 The complaint Miss B has complained that Accredited Insurance (Europe) Ltd unfairly voided her home insurance policy (treated it as though it had never been in place) and required her to repay the cost of her flood claim. She’s also unhappy with the way the claim was handled. ]... (4 pages)View decision -
Decision Reference DRN-4808436
30 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4808436 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account which was in an unarranged overdraft and registered a default against him in 2022 with credit reference agencies. Mr S says Lloyds didn’t notify him nor followed a fair process in doing so. To put things... (4 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN0657018
25 Sep 2015 Lloyds Bank PLC Not upheldBanking and creditMr H says he was mis-sold a packaged bank account – known as a Silver Added Value Account (“AVA”) – by Lloyds Bank PLC (“Lloyds”) in 2010. He says, in summary, that: he wasn’t offered a fee-free account – he felt pressured into taking the Silver AVA and thought h... (4 pages)View decision -
Decision Reference DRN-2848323
12 Jul 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2848323 The complaint Mr S complains that a car he acquired through a hire purchase agreement with BMW Financial Services(GB) Limited (BMWFS) was misrepresented to him. What happen In September 2020 Mr S acquired a used car from a dealer (D) financed by a hire purchase agreement with B... (3 pages)View decision -
Decision Reference DRN9664207
16 Dec 2020 Nationwide Building Society Not upheldBanking and creditComplaint Ms J complains that fraudsters have gained access to her accounts with Nationwide Building Society and standing orders she’s said up haven’t been paid correctly. She’s also unhappy Nationwide haven’t updated her account details properly or released funds which are due to her. And... (5 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 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 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
