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 4361 results
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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 -
Decision Reference DRN5707694
23 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr O complains that he is being asked to pay charges which he thinks are unfair. He would like Lloyds Bank PLC, trading as Lloyds Bank Cardnet, to refund these to him.Mr O brings this complaint on behalf of his company – E.backgroundAs part of an agreement Mr O h... (2 pages)View decision -
Decision Reference DRN1320234
13 Aug 2015 Bank of Scotland Plc Not upheldBanking and creditMr P complains that Bank of Scotland PLC (trading as Halifax) invited him to participate in a savers prize draw but then told him, after he’d registered, that he couldn’t take part. He wants the bank to reimburse the cost of his calls and give him compensation for ... (2 pages)View decision -
Decision Reference DRN6657502
27 Oct 2015 National Westminster Bank Plc UpheldBanking and creditA, a limited company, has complained about how National Westminster Bank Plc managed their two accounts from the time one was set up until being closed.Mrs M has brought the complaint as a director of A.backgroundA needed to open an additional client account in 2013 ... (2 pages)View decision -
Decision Reference DRN-2564620
25 Feb 2021 Gefion Insurance A/S UpheldInsuranceDRN-2564620 The complaint Mr I complains about Gefion Insurance A/S (Gefion), who provided his taxi insurance. He’s unhappy with Gefion’s valuation of his vehicle after it was deemed a total loss. Mr I is also unhappy with the service he received during the claims handling process. What ha... (3 pages)View decision -
Decision Reference DRN-4211934
27 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4211934 The complaint Mr E complains that Admiral Insurance (Gibraltar) Limited mishandled a motor insurance policy. What happened Mr E was in his thirties with a wife and children. In 2021, he had a provisional driving licence. In late January 2021, he took out an Admiral policy for a... (4 pages)View decision -
Decision Reference DRN-3935124
20 Mar 2023 esure Insurance Limited Not upheldInsuranceDRN-3935124 The complaint Ms M has complained that esure Insurance Limited trading as esure has undervalued her vehicle following a claim she made on her motor insurance policy. What happened A third party collided with Ms M, so she submitted a claim to esure. Her vehicle was ... (4 pages)View decision -
Decision Reference DRN2050358
30 Jul 2013 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc wrongly disclosed inaccurate information on his financial affairs. our initial conclusionsThe adjudicator was satisfied that Santander had made a fair offer to pay Mr B £150 as a goodwill gesture and pay for a year’s protective registration to ... (2 pages)View decision -
Decision Reference DRN2277421
13 Aug 2013 National Westminster Bank Plc Not upheldBanking and creditS, represented by its director Mrs B, complains that National Westminster Bank Plc (“the bank”) agreed an overdraft facility of £25,000. Based upon that, Mrs B says that the company incurred costs, as has she personally. The bank later declined the application, leaving the company an... (2 pages)View decision -
Decision Reference DRN5781171
28 Mar 2018 Santander UK Plc UpheldBanking and creditMr W – who holds a Power of Attorney (POA) to deal with Mrs W’s financial matters, complains that Santander UK Plc failed to act on his instructions when Mrs W’s fixed rate bond matured on 1 February 2017. backgroundThe background to this complaint, and my initial ... (3 pages)View decision
