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 DRN-4969414
20 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4969414 The complaint Mr E complains Vanquis Bank Limited (Vanquis) should have done more to help him recover a £50 administrative charge paid to an insurance broker. What happened On 27 December 2023, Mr E said he paid £50 with his credit card to an insurance broker (which I’ll ca... (4 pages)View decision -
Decision Reference DRN6491354
9 Jul 2018 PSA Finance UK Limited UpheldBanking and creditMr W complains that PSA Finance UK Limited ("PSA") misled him about the service fee. It has offered £150 compensation, but Mr W wants it to waive the excess mileage charge of £251.58.backgroundMr W hired a vehicle for 12 months on a hire agreement through... (1 page)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision -
Decision Reference DRN9612304
17 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr H complains that Royal & Sun Alliance Insurance Plc (“RSA”) lost his personal information and hasn’t offered enough compensation.background RSA wrote to Mr H to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whethe... (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 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 DRN6883672
26 Sep 2018 Qudos Insurance A/S Not upheldInsurance (excluding PPI)Mr B complained that Qudos Insurance A/S unfairly cancelled his trade motor insurance policy.backgroundMr B had a trade motor insurance policy and his brother was a named driver on it. Qudos cancelled his policy and wouldn’t refund him any premiums. They said this was b... (2 pages)View decision -
Decision Reference DRN8147978
5 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditThe estate of Mrs G complain about the way Bank of Scotland plc (“BOS”) dealt with the late Mrs G and her accounts when she wasn’t able to verify her identity in a phone call about her online bank account.backgroundThe substantive events which form the basis of thi... (4 pages)View decision -
Decision Reference DRN-4717209
30 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4717209 The complaint Miss B complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened Miss B had a car, that had first been registered in about 2010. For the year from March 2022, Miss B insured the car on a comprehensive policy... (4 pages)View decision -
Decision Reference DRN-4377817
15 Jan 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4377817 The complaint Mr W complains that Lex Autolease Ltd didn’t advise him that the car he had acquired via a personal contract for hire plan had a list price over £40,000 and so attracted a higher Vehicle Excise Duty. What happened In September 2021, Mr W contacted a broker about a... (3 pages)View decision
