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 DRN-5277540
20 Mar 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5277540 The complaint Mr L complains Adrian Flux Insurance Group Services mis-sold him a motorbike insurance policy. What happened In August 2022 Adrian Flux sold Mr L a three-month motorbike insurance policy - provided by an insurer I’ll call ‘Insurer A’. The bike was registered i... (7 pages)View decision -
Decision Reference DRN-3414466
5 Apr 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3414466 The complaint Ms S complains PSA Finance UK Limited (PSA) provided her with a car that she believes wasn’t of satisfactory quality. She also complains the car was damaged while being repaired. What happened In January 2020, Ms S entered into a 48 month ... (6 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 DRN9804110
9 Aug 2013 HSBC Bank plc Not upheldBanking and creditMrs T, who is represented by one of the attorneys she has appointed to act on her behalf, complains that HSBC Bank Plc (HSBC) has frozen her account. background Mrs T signed an enduring power of attorney appointing two of her daughters to act jointly and severally on her behalf. The ... (1 page)View decision -
Decision Reference DRN-5316570
12 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5316570 The complaint Mr G complains that MBNA Limited rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr G made the purchase along with his wife, but as the deposit was made by him using his credit card account, he is the eligible complainant. For simplicity, in thi... (5 pages)View decision -
Decision Reference DRN-4346420
3 Oct 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4346420 The complaint Mr C complains that IPS Pensions Limited (IPS), trading as James Hay Partnership, caused an unnecessary delay to the transfer of his Self-Invested Personal Pension (SIPP) to another provider. I’ll refer to that provider as provider A. What happened Mr C had a SIPP... (10 pages)View decision -
Decision Reference DRN-1606227
26 May 2020 Nationwide Building Society Not upheldMortgagesDRN-1606227The complaintMr B’s complaint is that he believes Nationwide Building Society has lost copies of his passport and bank statement which were taken when he applied for a mortgage. Mr B is concerned that these copy documents, if found, could be used to steal his identity. Mr B is a... (3 pages)View decision -
Decision Reference DRN-4513670
15 Dec 2023 U K Insurance Limited UpheldInsuranceDRN-4513670 The complaint Mr A complains that the offer UK Insurance Limited, trading as Direct Line (‘Direct Line’), made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was damaged in an accident. He held a fully comprehensive motor insurance polic... (3 pages)View decision -
Decision Reference DRN5771014
18 Sep 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss P has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold her a packaged bank account, which provided a range of benefits in return for a monthly fee. Miss P says she only agreed to open a basic fee-free account and has since discovered that she ... (3 pages)View decision -
Decision Reference DRN-1730571
26 Jun 2020 Covea Insurance plc Not upheldInsuranceDRN-1730571The complaintMr N complains that Covea Insurance Plc (Covea) made a series of administrative errors in relation to his car insurance policy. What happenedIn January 2019 Mr N’s vehicle was hit by a third party while unattended outside of his home. He registered the claim with hi... (3 pages)View decision
