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 125400 results
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Decision Reference DRN-4395916
28 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4395916 The complaint Ms B and Mr B complain that Barclays Bank UK PLC wrote to them saying they’d missed mortgage payments and reported this to the credit reference agencies. They also complain that it didn’t respond to their subject access request. Mr B has dealt with the complaint. ... (4 pages)View decision -
Decision Reference DRN-4476061
28 Nov 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4476061 The complaint Mrs N complains that Casualty & General Insurance Company (Europe) Ltd (Casualty) declined to cover a claim for her dog’s illness, under her pet insurance policy. Mrs N is represented by Mr N in her complaint. I’ll refer to Mrs N for ease. What happened Mrs N ... (5 pages)View decision -
Decision Reference DRN-4461404
28 Nov 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-4461404 The complaint Mr S has complained about how Alwyn Insurance Company Limited (Alwyn) dealt with a claim under a home emergency policy. What happened Mr S contacted Alwyn when rodents were found in a property he rented to tenants and the toilet flush broke. Alwyn agreed to send s... (2 pages)View decision -
Decision Reference DRN-4482660
28 Nov 2023 Bank of Scotland Plc UpheldMortgagesDRN-4482660 The complaint Mrs E complains Bank of Scotland plc trading as Birmingham Midshires (BM) overcharged her on her mortgage which means she wouldn’t have been in arrears when they took action to repossess her property. What happened Mrs E took out an interest only mortgage with BM ... (6 pages)View decision -
Decision Reference DRN-4482820
28 Nov 2023 Collingwood Insurance Company Ltd UpheldInsuranceDRN-4482820 The complaint Mr B has complained about the refund of premium he received when he cancelled his Learners Motor Insurance policy with Collingwood Insurance Company Limited. And the fact that he was charged a £40 cancellation fee. The cancellation fee was charged by Mr B’s insura... (4 pages)View decision -
Decision Reference DRN-4481634
28 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4481634 The complaint Mr C complains that AWP P&C SA declined his claim against his travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr C... (4 pages)View decision -
Decision Reference DRN-4413161
28 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4413161 The complaint Mr M has complained Bank of Scotland plc, trading as Halifax, did little to intervene and stop payments he was making which turned out to be an investment scam. What happened In both early 2020 and mid-2022 Mr M was concerned about his finances and was looking to ... (4 pages)View decision -
Decision Reference DRN-4362297
28 Nov 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4362297 The complaint Mr M complains that American Express Services Europe Limited (AMEX) took too long to refund unauthorised payments on his account and gave him misleading information over the phone. What happened Around December last year, Mr M reported some unauthorised payments o... (2 pages)View decision -
Decision Reference DRN-4479915
28 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4479915 The complaint Miss H complains that West Bay Insurance Plc (West Bay) failed to obtain CCTV footage and a police report, following an accident claim she made under her motor insurance policy. What happened Miss H was involved in a collision when driving. She says the other driv... (4 pages)View decision -
Decision Reference DRN-4313904
28 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4313904 The complaint Mr J complains that Creation Consumer Finance Ltd, who I’ll call Creation, shouldn’t have reduced his credit limit. He says that a payment he made to the wrong agreement caused that. He’s also upset that they haven’t clarified his account balance and that he’s rec... (2 pages)View decision
