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-5217633
2 Jan 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5217633 The complaint Mr M complains that The Prudential Assurance Company Limited has failed to treat him fairly when it delayed the payment of some pension benefits due to him. What happened Mr M is terminally ill. So in this complaint he has been represented by a family member wh... (4 pages)View decision -
Decision Reference DRN-2923216
16 Jul 2021 Oodle Financial Services Limited UpheldConsumer CreditDRN-2923216 The complaint Miss W complains that the car she acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance wasn’t of satisfactory quality. She wants to reject the car. What happened Miss W entered into a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN0564413
11 Jul 2013 Santander UK Plc UpheldBanking and creditDEF Ltd (not the company’s real name) has said Santander UK Plc is wrong to hold it responsible for a number of transactions which occurred on its account. backgroundOur adjudicator agreed. She did not think DEF Ltd had either authorised the transactions or been grossly negligent with its... (1 page)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 DRN-4996936
7 Sep 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4996936 The complaint Mr T complains Yorkshire Building Society (“YBS”): - discriminated against him and failed to make reasonable adjustments as required by the Equality Act 2010 due to his disability - has failed to communicate effectively when it stopped sending monthly statemen... (14 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 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 -
Decision Reference DRN-1801452
4 Nov 2020 Nationwide Building Society UpheldMortgagesDRN-1801452 The complaint Miss B has complained that Nationwide Building Society (Nationwide) incorrectly recorded her address with a credit reference agency and sent correspondence addressed to her to those incorrect addresses. To settle the complaint Miss B is asking for compensation of ... (3 pages)View decision
