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 DRN1770665
6 Sep 2018 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr P complained about Markerstudy Insurance Company Limited’s handling of his claims under his car insurance policy.Reference to Markerstudy includes their agents.background Mr P made four separate claims for four separate incidents that resulted in damage to his car. He co... (3 pages)View decision -
Decision Reference DRN-5181090
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5181090 The complaint Mrs S complains that Santander UK Plc (‘Santander’) acted incorrectly when registering a power of attorney. What happened Mrs S is a joint account holder with a person I’ll call ‘M’ – who, some time ago, had arranged an Enduring Power of Attorney (‘EPA’) showi... (4 pages)View decision -
Decision Reference DRN-4266408
23 Aug 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4266408 The complaint Mr C complains that Quilter Life and Pensions Limited (Quilter) delayed the transfer of the cash part of his pension funds to his new pension provider (provider V), causing him financial detriment. He feels that Quilter’s practice of not transferring cash until al... (8 pages)View decision -
Decision Reference DRN-5043812
29 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5043812 The complaint Mr A complains that First Central Underwriting Limited increased its quote for a motor insurance policy and about the level of service it provided. He wants compensation for his wasted time. What happened Mr A applied for a policy with First Central through an... (2 pages)View decision -
Decision Reference DRN-4554533
25 Jan 2024 KGM Underwriting Services Limited Not upheldInsuranceDRN-4554533 The complaint Mr N has complained about KGM Underwriting Services Limited trading as KGM Motor (KGM)’s decision to reject a theft claim he made under his car insurance policy. What happened Mr N bought a car insurance policy with KGM in September 2020 which he subsequently rene... (2 pages)View decision -
Decision Reference DRN7252699
12 Jul 2016 MD Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr C complains that MD Insurance Services Ltd failed to return all the money he’d paid for a building warranty, when he cancelled it. MDIS act for a branded policy but I shall for convenience refer to MDIS throughoutbackgroundMr C arranged through MDIS to obtain a build... (2 pages)View decision -
Decision Reference DRN2294893
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 – T.backgroundAs part of an agreement Mr O h... (2 pages)View decision -
Decision Reference DRN-3302817
9 Feb 2022 Close Brothers Limited UpheldConsumer CreditDRN-3302817 The complaint Mr P complains that Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”) have made an unreasonable offer to resolve a complaint he made to them. What happened I issued my provisional decision on this complaint in January of this year.... (5 pages)View decision -
Decision Reference DRN6200856
8 May 2013 HSBC Bank plc Not upheldBanking and creditMr and Mrs N complain about HSBC Bank Plc’s (trading as ‘first direct’) refusal to agree to two requests for a second charge on their property.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld, because first direct was entitled to refuse its... (2 pages)View decision -
Decision Reference DRN-1884769
1 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1884769 The complaintMr P complains about the service he received from HSBC Bank UK Plc when he bought a used car, transferring money from his HSBC account. What happenedIn July 2019 Mr P agreed to buy a used car in a private sale. He went to see the car and the seller, and they agreed... (2 pages)View decision
