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 4755 results
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Decision Reference DRN-5333709
25 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5333709 The complaint Mr O’s complaint arises out of his mortgage account with Bank of Scotland plc trading as Halifax. In a decision dated 19 February 2025 I explained that I will only be considering the following matters: - that Mr O was told (incorrectly) in 2019 that a sub-acc... (4 pages)View decision -
Decision Reference DRN-5143086
12 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5143086 The complaint Mr H complains that Black Horse Limited acted unfairly when it repossessed a motorbike that had been supplied to him under a hire purchase agreement it had decided to terminate. What happened In February 2019, Mr H was supplied with a used motorbike through a h... (3 pages)View decision -
Decision Reference DRN-4027527
21 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4027527 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled and recorded a notification he made about an incident under his motor insurance policy. What happened Mr O had a motor insurance policy with Admiral covering his car. In June 2022 h... (4 pages)View decision -
Decision Reference DRN-3021814
17 Sep 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3021814 The complaint Mr J has complained that Admiral Insurance (Gibraltar) Limited (Admiral) undervalued his van following a total loss claim. What happened Following an incident with a third-party vehicle Mr J submitted a claim on his commercial motor polic... (3 pages)View decision -
Decision Reference DRN5194731
18 Nov 2014 BUPA Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about BUPA Insurance Limited’s decision to decline benefit for inpatient care required following an approved day-patient admittance for a gastroscopy.backgroundMr B contacted BUPA in March 2014 to authorise a gastroscopy. BUPA authorised the procedure on a day-patient basi... (3 pages)View decision -
Decision Reference DRN9935480
16 Jan 2015 George Miller Brown Not upheldBanking and creditMr W complains about a hire purchase agreement (HP) that was arranged through George Miller Brown t/as B B Commercials. He says the HP agreement relates to a vehicle he paid cash for and does not therefore believe he should be required to repay the HP agreement. backgroundMr W says h... (3 pages)View decision -
Decision Reference DRN6323507
27 Mar 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr D, through his representative, complains that The Royal Bank of Scotland Plc (“RBS”) mis-sold him a regular premium payment protection insurance (“PPI”) policy when he took out a Mint credit card in 2006.backgroundAs RBS did not uphold Mr D’s complaint he referred it to this servic... (4 pages)View decision -
Decision Reference DRN7680141
17 Nov 2016 R. Raphael & Sons Plc Not upheldBanking and creditMiss M complains that the car she financed by a hire purchase agreement (HPA) with R. Raphael & Sons Plc (the business) was not of satisfactory quality.backgroundMiss M entered into HPA with the business in August 2015 to finance the acquisition of a used car. At ... (3 pages)View decision -
Decision Reference DRN5967092
27 Oct 2020 State Bank Of India (UK) Limited Not upheldBanking and creditMr C complains that the State Bank of India (UK) Limited (SBI) won’t refund payments made using his debit card that he says he didn’t make or authorise. background Mr C disputed 16 transactions totalling over £18,000, which took place over three weeks starting at the end of August 2018. He... (3 pages)View decision -
Decision Reference DRN0837844
4 Aug 2016 Barclays Bank Plc UpheldBanking and creditMr G and Miss N have complained that Barclays Bank plc (“Barclays”) mis-sold them an Additions Plus packaged bank account in 2007. backgroundOne of our adjudicators has looked into Mr G and Miss N’s complaint and she thought that Barclays had mis-sold the Additions Plu... (3 pages)View decision