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 4338 results
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Decision Reference DRN-3042814
20 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3042814 The complaint Mrs S complains on behalf of her mother’s estate that HSBC UK Bank Plc shouldn’t have registered a power of attorney as it allowed her mother to be taken advantage of. What happened Mrs S’s mother sadly passed away in September 2018. At the time, Mrs S’s brother w... (2 pages)View decision -
Decision Reference DRN9402299
20 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G have complained that Lloyds Bank PLC failed to return their title deeds after they redeemed their mortgage.backgroundThe mortgage was repaid on 11 December 2007. Mr and Mrs G say they requested their title deeds over the years but never received them. They say this prevented t... (2 pages)View decision -
Decision Reference DRN9691658
15 Dec 2015 Exeter Friendly Society Limited Not upheldInsurance (excluding PPI)Mrs K has complained about Exeter Friendly Society Limited’s decision not to renew her annually-renewable private medical insurance (“PMI”) policy. backgroundMrs K held a policy with Exeter Friendly for many years. Then, in July 2014, Exeter Friendly wrote to Mrs K to s... (3 pages)View decision -
Decision Reference DRN0992886
31 Mar 2019 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs B complain Barclays Bank UK PLC hasn’t returned all their deeds after they redeemed their mortgage.background When Mr and Mrs B complained to Barclays it wasn’t able to locate any of older documents Mr and Mrs B had described. It received title documents f... (2 pages)View decision -
Decision Reference DRN6380239
28 May 2013 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr V has complained about the level of customer service he received from Acromas Insurance Company Limited following a claim under his motor insurance policy. Specifically, he is unhappy that (i) it immediately assumed that his vehicle would be deemed a total loss and (ii) after decidi... (2 pages)View decision -
Decision Reference DRN3879505
20 Mar 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr Z has complained about Calpe Insurance Company Limited’s decision to settle a third party claim under his motor insurance policy.backgroundMr Z bought a motor policy with Calpe. Calpe received a claim from another driver for personal injury and repairs to their car. ... (3 pages)View decision -
Decision Reference DRN6932521
26 Sep 2018 Yorkshire Building Society Not upheldBanking and creditMr and Mrs W complain that the pre-registration documents of title to their house were damaged and destroyed by flooding while in the custody of their mortgagee Yorkshire Building Society. backgroundMr and Mrs W bought their property in 2003 with a mortgage loan from ... (3 pages)View decision -
Decision Reference DRN-5207218
21 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5207218 The complaint T and Mr D (“the complainants”) complain that Aviva Life & Pensions UK Limited delayed payment of the surrender value of a whole life with profits policy, incurring a loss. They seek payment of the difference between the value received and the value given w... (3 pages)View decision -
Decision Reference DRN6327164
26 Apr 2016 TSB Bank plc UpheldBanking and creditMiss C complains that TSB Bank plc has wrongly returned unpaid a number of direct debits. She wants compensation.backgroundOur adjudicator recommended that this complaint be upheld. Having checked with a number of Miss C’s creditor’s she found that there had been ... (2 pages)View decision -
Decision Reference DRN6636105
17 Aug 2015 Redcats (Brands) Limited Not upheldBanking and creditMiss M had a catalogue account with Redcats (Brands) Limited, trading as La Redoute. She complains that La Redoute defaulted this account and placed adverse information on her credit file. She says that she did not receive any correspondence about an outstanding balance,... (2 pages)View decision
