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 DRN-2949393
18 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2949393 The complaint Miss R complains that NewDay Ltd trading as Aqua (Aqua) didn’t refund fraudulent payments to her account or adjust the interest. What happened Miss R had an Aqua credit card. In March 2018, there were suspected fraudulent transactions on her account. Her card was ... (3 pages)View decision -
Decision Reference DRN-3207548
25 Feb 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3207548 The complaint Mr L complains about how AA Underwriting Insurance Company Ltd (AA) dealt with things when another driver said he had hit their car. What happened Mr L had motor insurance underwritten by AA. He was contacted by AA who said another driver’s insurance company was c... (3 pages)View decision -
Decision Reference DRN8460595
14 Sep 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)K820xAviva14 complaintMr S complained that Aviva Insurance Limited avoided his motor insurance policy.backgroundMr S reported to Aviva that his car had been vandalised when parked overnight. But Aviva decided that Mr S had deliberately misrepresented his home address where the car would be... (3 pages)View decision -
Decision Reference DRN-1035163
28 Feb 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1035163 The complaintMrs P complains that MBNA Limited applied a default to her credit record, when she’d been told this wouldn’t happen if she made a payment to her credit card accounts. She says this was agreed over the phone but MBNA hasn't provided the call recording of this c... (3 pages)View decision -
Decision Reference DRN-3033415
21 Sep 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3033415 The complaint Mr E complains about how Moneybarn No. 1 Limited (“Moneybarn”) has managed and administered his conditional sale agreement (“agreement”), both before and after it was terminated on 18 July 2017. To resolve his complaint Mr E wants Moneybarn to refund all payments ... (8 pages)View decision -
Decision Reference DRN7011465
27 Mar 2018 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mrs C complains about how Acromas Insurance Company Limited dealt with two claims under her home emergency insurance policy. My references to Acromas include its agents.background In early May 2017 Mrs C contacted Acromas as her door lock had broken. Its engineers twice ... (3 pages)View decision -
Decision Reference DRN-3694608
18 Nov 2022 PSA Finance UK Limited Not upheldConsumer CreditDRN-3694608 The complaint Ms N complains about the end of contract charges in relation to a car that was supplied through a hire purchase agreement with PSA Finance UK Limited (PSA). Ms N is being represented on this complaint, but to keep things simple I’ll refer to Ms N throughout my dec... (3 pages)View decision -
Decision Reference DRN9210897
19 Dec 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss W complains that The Royal Bank of Scotland Plc didn’t clear a very important cheque, and it didn’t give her any warning that it wasn’t going to clear the cheque.backgroundMiss W said that at the beginning of September, she wrote a couple of cheques. One of t... (3 pages)View decision -
Decision Reference DRN8684565
6 Sep 2016 Bank of Scotland Plc Not upheldBanking and creditMr O has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2007. Mr O has used a Claims Management Company (“CMC”) to make his complaint.backgroundOne of our adjudicators has ... (3 pages)View decision -
Decision Reference DRN7248429
29 Jun 2015 Santander UK Plc Not upheldBanking and creditMr M, as personal representative for the late Mr D, complains that Santander UK Plc wrongly gave Mr D a mortgage and used a false valuation figure to justify the amount lent. At the time the mortgage was provided by Abbey National plc (Abbey), now part of the San... (3 pages)View decision