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 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 DRN7256474
26 Jun 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Ms W complains that the Royal Bank of Scotland Plc (‘RBS’) mis-sold payment protection insurance to her in 2006. backgroundOur adjudicator thought the complaint should be upheld because RBS did not make it clear to Ms W that PPI was optional. RBS disagreed with that ... (2 pages)View decision -
Decision Reference DRN-4887037
6 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4887037 The complaint Mr P complains that Ageas Insurance Limited (‘Ageas’) mishandled his claim on a motor insurance policy. What happened Mr P lives on an island that is a Crown Dependency. The subject matter of the claim and the complaint is a sporty diesel hatchback made by a ... (3 pages)View decision -
Decision Reference DRN4632350
13 May 2015 First Data Europe Limited Not upheldBanking and creditMs S complains that First Data Europe Limited unfairly closed her facility and registered adverse information about her.background Ms S opened a merchant services facility through First Data, so that she could accept card payments from customers of her business. First Da... (2 pages)View decision -
Decision Reference DRN9750719
28 Jul 2014 BISL Limited Not upheldInsurance (excluding PPI)Ms A has complained that she was referred to an accident management company when reporting a claim to BISL Limited, her insurance broker, when she was under the impression that she was claiming through her own motor insurance policy. background Ms A is unhappy that BISL Limited referred... (2 pages)View decision -
Decision Reference DRN7841543
7 Jun 2013 Capital One (Europe) plc UpheldBanking and creditMr A is unhappy that Capital One (Europe) plc has applied a default to his credit report. This is because other financial providers have not registered a default. backgroundMr A fell into arrears with Capital One and other lenders. He entered into a Debt Management Plan (DMP) through a ... (2 pages)View decision -
Decision Reference DRN-4138677
28 Jun 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4138677 The complaint The estate of Mrs H complains about National Westminster Bank Plc (“NatWest”) for declining to register a power of attorney on a joint account, and for restricting access to the account for a personal representative. What happened R brings this complaint as an exe... (3 pages)View decision -
Decision Reference DRN1177930
27 Nov 2017 Metropolitan International Schools Limited Not upheldBanking and creditMr W complains that Metropolitan International Schools Limited (“MISL”) misled him into signing-up to a course on the basis he would receive £3,000 funding.backgroundIn October 2016 a course advisor visited Mr W at home and he enrolled on a course, which cost about £7,00... (3 pages)View decision -
Decision Reference DRN-4222662
19 Jul 2023 Openwork Limited Not upheldInsuranceDRN-4222662 The complaint Mr C has complained that Openwork Limited trading as Owl Financial (‘Owl’) mis-sold an income protection insurance policy to him. What happened Mr C took out an income protection insurance policy through Owl in August 2020. The advised sale took place via video ca... (2 pages)View decision -
Decision Reference DRN3773016
30 Aug 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr C’s unhappy that Royal & Sun Alliance Insurance Plc (trading as More Th>n) has declined a claim on his motor insurance policy. backgroundMr C says he bought a car privately from a seller for £13,500 on 5 January 2019. The following day it was stolen from his driveway. The police ... (2 pages)View decision
