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 4196 results
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Decision Reference DRN2467164
29 Aug 2013 National Westminster Bank Plc UpheldBanking and creditMr W complains that National Westminster Bank Plc has sent him confidential information in the post, relating to over 40 different people. our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She said that the bank should pay Mr W £200 for distr... (2 pages)View decision -
Decision Reference DRN-4717431
26 Jul 2024 Financial Administration Services Limited UpheldInvestmentsDRN-4717431 The complaint Mr B complains about Financial Administration Services Limited (“Fidelity”) refusing to action his request for partial transfer of cash held in his Individual Savings Account (ISA) to another provider. What happened In 2021 Mr B transferred several cash ISAs in... (8 pages)View decision -
Decision Reference DRN5830757
6 Sep 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W have complained that U K Insurance Limited – trading as Direct Line – removed the wrong car from Mrs W’s car insurance policy. backgroundMr and Mrs W both have car insurance policies with Direct Line. To make my decision easier to follow, I’ll refer to th... (2 pages)View decision -
Decision Reference DRN-1319915
14 Oct 2020 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-1319915 The complaint Mr S complains that Markerstudy Insurance Company Limited (“Markerstudy”) wrongly settled a claim a third party brought against Mr S’s motor insurance policy with Markerstudy following a collision for which Mr S says he wasn’t responsible. What happened Mr S had a... (3 pages)View decision -
Decision Reference DRN-3473609
13 May 2022 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-3473609 The complaint Ms S is unhappy that Lowell Portfolio I Ltd (‘Lowell’) won’t remove a default from her credit file. What happened Ms S had a credit account with another company, which I’ll call ‘N’. The account was defaulted by N on 30 April 2021. Ms S was unhappy that the defaul... (2 pages)View decision -
Decision Reference DRN6532733
29 Dec 2014 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr and Mrs D have complained about the advice Simplyhealth Access gave them before they made a claim under their dental health insurance policy.backgroundMr and Mrs D had held their dental health insurance policy with Simplyhealth for at least eight years. In August 2013, Mrs D contac... (2 pages)View decision -
Decision Reference DRN-2385325
24 May 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2385325 The complaint Mr Y complains that Mercedes-Benz Financial Services UK Limited (MBFS) wrongly charged him for damage and other matters when he returned a car at the end of a hire purchase agreement. He also complains about the way an inspection of the car was handled. What happe... (3 pages)View decision -
Decision Reference DRN3394724
28 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that Bank of Scotland Plc (trading as Halifax) asked them to send documents containing personal data to an incorrect address. They consider they are at risk of identity theft and fraudulent transactions as a result.background As part of an application for a mortga... (1 page)View decision -
Decision Reference DRN9326608
31 Mar 2017 FirstRand Bank Limited Not upheldBanking and creditMr A acquired a van in September 2015, by hire purchase with FirstRand Bank Limited (trading as MotoNovo Finance). He complains that the van did not turn out to be as it was described to him at the point of sale.backgroundMr A said: He understood at the point of sa... (4 pages)View decision -
Decision Reference DRN-3167600
7 Dec 2021 Covea Insurance plc UpheldInsuranceDRN-3167600 The complaint Mr S complains that Covea Insurance plc avoided his commercial motor insurance policy (treated it as if it didn’t exist) and declined his claim following the theft of his van. Mr S wants it to pay the claim and refund his premiums. What happened Mr S’s van was st... (3 pages)View decision
