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 130193 results
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Decision Reference DRN-5031018
20 Sep 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5031018 The complaint Miss F complaints that The Royal Bank of Scotland Plc recommended a mortgage that was unsuitable for her. What happened Miss F has a mortgage with RBS. The mortgage was in arrears and Miss F was paying the standard variable rate (SVR). In December 2022, RBS gav... (8 pages)View decision -
Decision Reference DRN-5019593
20 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5019593 The complaint Mr M is unhappy with emails sent by HSBC UK Bank Plc and the way it handled his enquiries about this. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr M has a... (3 pages)View decision -
Decision Reference DRN-5020186
19 Sep 2024 National Westminster Bank Plc UpheldInsuranceDRN-5020186 The complaint Mr M has complained that National Westminster Bank Plc (Nat West) hasn’t paid out the redress for mis-sold loan payment protection insurance (PPI). What happened Mr M says he had two home improvement loans from Nat West. The first one was taken out in August 1... (3 pages)View decision -
Decision Reference DRN-5023704
19 Sep 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5023704 The complaint Miss W complains about the quality of a car financed by Secure Trust Bank Plc trading as V12 Finance (‘STB’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal ... (5 pages)View decision -
Decision Reference DRN-5030630
19 Sep 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5030630 The complaint Mr B complains that Haven Insurance Company Limited (“Haven”) has treated him unfairly by cancelling his policy and its communication around this. Any reference to Haven includes respective agents or representatives. What happened The circumstances of this comp... (4 pages)View decision -
Decision Reference DRN-4921842
19 Sep 2024 ST&R Limited UpheldInsuranceDRN-4921842 The complaint Mr C has complained that the broker ST&R Limited mis-sold a home and buildings insurance policy to him. Miss K is representing Mr C in the complaint. What happened Mr C bought a home and buildings insurance policy through a broker, ST&R in October 2021.... (3 pages)View decision -
Decision Reference DRN-5032641
19 Sep 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5032641 The complaint Mr and Mrs K have complained about the decision by Automobile Association Insurance Services Limited (AAIS) to remove contents cover from their home insurance policy. What happened Mr and Mrs K took out a home insurance policy arranged through AAIS which is an... (2 pages)View decision -
Decision Reference DRN-5028583
19 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5028583 The complaint Mr C complains about poor claims handling and the proposed settlement offered by Ageas Insurance Limited, following a claim he made on his home insurance policy. References to Ageas includes the actions of its agents, for which it is also accountable. What ha... (10 pages)View decision -
Decision Reference DRN-5029920
19 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-5029920 The complaint Mr P says esure Insurance Limited didn’t offer him a reasonable valuation for his written-off car when he made a claim on his motor insurance policy and that it provided poor service. What happened esure paid Mr P £22,000 for his car, having looked at the figu... (3 pages)View decision -
Decision Reference DRN-5032512
19 Sep 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5032512 The complaint Mr T complains that Domestic & General Insurance Plc (“D&G”) unfairly declined a claim under his breakdown care insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key even... (3 pages)View decision