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 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-2709859
19 Apr 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2709859 The complaint Mr R complains that Capital One (Europe) plc (Capital One) lent to him irresponsibly. What happened Mr R applied for a credit card from Capital One. This was agreed in October 2015, and a limit of £200 approved. In September 2016, the card was suspended. In Novemb... (3 pages)View decision -
Decision Reference DRN2871133
10 Aug 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about the way his motor insurance policy is being administered by Ageas Insurance Limited as a result of an incorrect additional premium being charged. backgroundMr L took out motor insurance with Ageas, through a broker, in May 2017. Shortly after t... (3 pages)View decision -
Decision Reference DRN5417585
1 Sep 2020 Gefion Insurance A/S UpheldInsurance (excluding PPI)Mr J complains that Gefion Insurance A/S cancelled his commercial motor insurance policy. He wants the cancellation record removed and a reimbursement of his cancellation costs. backgroundMr J bought a policy from Gefion for a van he had bought from his father. Gefion was concerned that Mr... (3 pages)View decision -
Decision Reference DRN5731386
11 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L have complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to them in 2009. They paid a monthly fee for the account which offered several benefits in return.Mr and Mrs L have used a claims manageme... (2 pages)View decision -
Decision Reference DRN-3138422
11 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3138422 The complaint Mr C complained because Barclays Bank UK PLC refused to refund him for transactions which he said he didn’t make. What happened On 27 July 2020, Mr C contacted Barclays. He said he’d had a call from Barclays’ fraud team to alert him to suspicious behaviour on his ... (3 pages)View decision -
Decision Reference DRN-4084420
5 Oct 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4084420 The complaint Mr D complains that Financial Administration Services Limited (‘FASL’) gave him incorrect information about how distribution payments would be dealt with after his stocks and shares Individual Savings Account (ISA) had been transferred. What happened Mr D transfer... (3 pages)View decision -
Decision Reference DRN7114459
20 Nov 2015 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr W complains about poor handling by Zenith Insurance plc of a claim he made under his motor insurance policy, and in particular that he has had to pay substantial storage charges for his damaged car.backgroundIn March 2015, Mr W was overtaking a third party car when... (2 pages)View decision -
Decision Reference DRN-3277275
22 Mar 2022 Motability Operations Limited UpheldConsumer CreditDRN-3277275 The complaint Ms S complains that Motability Operations Limited registered a car that was supplied to her under a hire agreement in her daughter’s name which she says has caused issues with penalty charge notices. What happened A new car was supplied to Ms S under a hire agreem... (3 pages)View decision -
Decision Reference DRN-5150219
30 Nov 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-5150219 The complaint Mr T has complained that Sabre Insurance Company Limited (“Sabre”) has treated him unfairly in relation to a claim he made following the theft of his vehicle. What happened Mr T took out insurance cover for his van in December 2023 with Sabre. In February 2024,... (3 pages)View decision
