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 DRN4766600
14 Aug 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mrs V complains about the way AXA Insurance UK Plc handled a claim made under her motor insurance policy. After making a claim she was told that her vehicle had been previously written off and that she shouldn’t drive it. AXA said that it would pay Mrs V the market value of her car. AXA... (2 pages)View decision -
Decision Reference DRN-2004478
26 Nov 2020 Leeds Building Society Not upheldMortgagesDRN-2004478 The complaint Mr and Mrs B are unhappy about a mortgage valuation carried out on behalf of Leeds Building Society (LBS). To settle the complaint Mr and Mrs B want LBS to compensate them for their losses, due to the inaccurate valuation and the failure of LBS to progress an appe... (3 pages)View decision -
Decision Reference DRN4666536
19 Aug 2013 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that Ageas Insurance Limited (“Ageas”) rejected a theft claim under her motor insurance policy. Ms B is assisted in this complaint by a representative, Mr D.backgroundIn late 2008, Ms B says she parked the vehicle around the corner from her mother’s house when she w... (3 pages)View decision -
Decision Reference DRN-4149655
24 Oct 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4149655 The complaint Mr M has complained about the quality of a car he acquired, using finance from Santander Consumer (UK) Plc. What happened Mr M took out a finance agreement with Santander for a used luxury car. But the following month, he contacted Santander to complain. He explai... (2 pages)View decision -
Decision Reference DRN1891115
24 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMiss J and Mr K complain that Bank of Scotland plc (t/a Birmingham Midshires – ‘BM’) is trying to pursue them for mortgage arrears at a time when it had no security over their property.our initial conclusionsOur adjudicator didn’t recommend the complaint should succeed. He conclud... (2 pages)View decision -
Decision Reference DRN-3792151
10 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3792151 The complaint Mr B complains that Standard Life Savings Limited delayed a request to transfer his pension fund to another provider. What happened Mr B had a Self Invested Personal Pension (SIPP) with Standard Life. He says it took Standard Life 70 days to transfer his SIPP to a... (6 pages)View decision -
Decision Reference DRN-2722802
27 Apr 2021 RCI Financial Services Limited UpheldConsumer CreditDRN-2722802 The complaint Mr O complains that RCI Financial Services Limited (“RCI”), trading as Nissan Finance, haven’t provided sufficient compensation for the issues he experienced when they failed to change his vehicle registration after his plates were cloned. What happened The detail... (2 pages)View decision -
Decision Reference DRN8540506
29 Sep 2018 Kensington Mortgage Company Limited Not upheldBanking and creditMr M has complained that Kensington Mortgage Company Limited recorded inaccurate information about him with credit reference agencies. He is also unhappy about the length of time Kensington took to deal with his complaint, and that it used a different account number for ... (2 pages)View decision -
Decision Reference DRN3262263
21 Mar 2014 Barclays Bank Plc UpheldBanking and creditMr M complains that Barclays Bank plc has closed his account without notice, will not return funds to him and has registered his details with a fraud alert scheme.background Mr M says that he registered his details with a job search website. He was contacted by someone offering him emplo... (2 pages)View decision -
Decision Reference DRN-4564480
2 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4564480 The complaint Mr L complains Bank of Scotland plc trading as Halifax failed to add his attorneys to his account. What happened Mr L’s complaint is represented by his attorney, who, in turn, is represented by a legal firm. Mr L lost capacity and had an existing enduring power of... (2 pages)View decision
