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 4282 results
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Decision Reference DRN1187020
16 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditMr K complains he was mis-sold a packaged bank account by Lloyds Bank PLC.backgroundMr K opened a free account with Lloyds in December 1985. Lloyds can’t say for sure when the account was upgraded to a packaged bank account. But Mr K’s statements show it was a packa... (2 pages)View decision -
Decision Reference DRN9721607
6 Apr 2020 Santander UK Plc UpheldBanking and creditMrs P complains that when she remortgaged to Santander UK Plc the solicitor didn’t ensure the previous lender’s charge was removed, which caused her problems when she later applied for a lifetime mortgage elsewhere to repay Santander.Mrs P has been supported in bringing this complaint by h... (2 pages)View decision -
Decision Reference DRN-3947507
30 May 2023 Covea Insurance plc UpheldInsuranceDRN-3947507 The complaint Mrs M complains that Covea Insurance plc mishandled her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car first registered in January 2018. It had a diesel engine, automatic transmission and 5 doors. Mrs ... (4 pages)View decision -
Decision Reference DRN3944292
2 Sep 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr C has complained that Hastings Insurance Services Limited, a broker, didn’t update hiscar insurance policy with his new car details and this led to a claim he made being declinedby the insurer.backgroundMr C bought a car insurance policy through Hastings. In February 2019 he called to t... (4 pages)View decision -
Decision Reference DRN9105849
27 Jan 2021 Santander Consumer (UK) Plc UpheldBanking and creditMr B acquired a new car in early December 2018, by means of an 18 month hire agreement with Santander Consumer (UK) Plc. He incurred a penalty charge while parking his car in mid-December 2018. He complains about the way Santander handled the payment of this charge. background first provis... (5 pages)View decision -
Decision Reference DRN0891801
7 Jul 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMr L complains that Hitachi Capital (UK) Plc has refused to cancel his contract with it and remove the solar panels he had installed.our initial conclusions Our adjudicator didn’t uphold the part of Mr L’s complaint about being told that the solar panels would be self-... (2 pages)View decision -
Decision Reference DRN-5066980
7 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5066980 The complaint Mr A complains that AXA Insurance UK Plc wouldn’t honour its renewal quote for his motor insurance policy. What happened Mr A had a policy with AXA and when he changed his car mid-term he amended the registration on the policy. But AXA’s system wrongly recorde... (2 pages)View decision -
Decision Reference DRN-3734961
10 Oct 2022 Highway Insurance Company Limited Not upheldInsuranceDRN-3734961 The complaint Mr C and his mother Mrs G complain that Highway Insurance Company Limited said it would hold Mr C at fault if he made a claim on his motor insurance policy following an accident. They want Highway to record the claim as non-fault or cover it under the uninsured dr... (2 pages)View decision -
Decision Reference DRN3507492
18 Sep 2018 Equifax Limited Not upheldBanking and creditMr J complains that Equifax Ltd didn’t protect his personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mr J’s name, date of birth and phone number. Equifax accepted that Mr J could be exposed to cold... (2 pages)View decision -
Decision Reference DRN-3616194
18 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3616194 The complaint Mr P complains that Barclays Bank UK PLC (“Barclays”) refuse to allow card payments he wants to make for an investment through a third-party company (“TPC”). What happened Mr P holds a bank account and credit card account with Barclays. He also holds an account wi... (2 pages)View decision
