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-4307402
17 Nov 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4307402 The complaint Mr S complains that Advantage Insurance Company Limited (Advantage) unfairly avoided his motor insurance policy and refused to pay his claim. What happened Mr S took out a motor insurance policy with Advantage through an online price comparison website. When his c... (3 pages)View decision -
Decision Reference DRN3971607
4 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BG) won’t pay her claim under her Homecare insurance policy. My references to BG include its agents.backgroundMrs P has Homecare insurance with BG that includes plumbing cover.On 3 March 2018 after heavy snowfalls a pipe burst at Mrs P’s ... (3 pages)View decision -
Decision Reference DRN-4997762
25 Nov 2024 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4997762 The complaint Mr O is unhappy with RBS Collective Investment Funds Limited. When his Child Trust Fund (CTF) matured Mr O struggled to set up another account to transfer the money from his CTF. What happened Mr O made several attempts to set up an account so he could transfe... (2 pages)View decision -
Decision Reference DRN-2779511
2 Jul 2021 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-2779511 The complaint Mr B complains that Atlanta1 Insurance Services Limited applied charges when he cancelled his motor insurance policy after eight days on cover. What happened Mr B wanted to cancel his policy after it had run for eight days. He sent Atlanta an email, but it wanted ... (2 pages)View decision -
Decision Reference DRN-4060599
25 May 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4060599 The complaint Miss D complains that Skyfire Insurance Company Limited avoided her car insurance policy (treated it like it never existed) and refused to pay her claim. What happened Miss D took out a car insurance policy with Skyfire Insurance and then called Skyfire to change ... (2 pages)View decision -
Decision Reference DRN1087261
28 Mar 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr W has complained that Admiral Insurance Company Limited unfairly cancelled his car insurance policy as if it didn’t exist. Mr W made a claim following the theft of a motorhome. backgroundMr W bought a car insurance policy through a comparison website in May 2018 ... (2 pages)View decision -
Decision Reference DRN4717190
28 Jun 2019 Santander UK Plc UpheldBanking and creditMrs M1 has brought a complaint to our service on behalf of her mother Mrs M2, for whom she has power of attorney. She complains that Santander UK Plc did not make her a joint signatory on her mother’s account when they were asked to. And she says her mother is... (3 pages)View decision -
Decision Reference DRN3635668
19 Sep 2019 Bank of Ireland (UK) Plc UpheldBanking and creditMr L and Miss T are unhappy that Bank of Ireland (UK) Plc sent their mortgage offer containing personal information to the wrong address. They want BOI to pay them substantial compensation and monitor their credit file.backgroundMr L and Miss T submitted a mortgage application to BOI in Oc... (3 pages)View decision -
Decision Reference DRN5641598
20 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr B complains on behalf of his mother, Mrs B, that Lloyds Bank PLC will not register a lasting power of attorney unless the attorneys sign 38 terms and conditions some of which are unfair.backgroundMr B tried to register a lasting power of attorney after deleting five o... (1 page)View decision
