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 128312 results
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Decision Reference DRN-3742465
29 Jun 2023 West Bay Insurance Plc UpheldInsuranceDRN-3742465 The complaint A company, which I’ll refer to as J, complains that West Bay Insurance Plc (West Bay) didn’t handle the notification of a vehicle theft, under its commercial vehicle insurance policy, correctly. What happened J took out a commercial vehicle insurance policy. In Ja... (4 pages)View decision -
Decision Reference DRN-4217526
29 Jun 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4217526 The complaint Mr R complains about The Royal Bank of Scotland Plc’s (“RBS’s”) approach to a chargeback he raised with them. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons fo... (3 pages)View decision -
Decision Reference DRN-4114068
29 Jun 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4114068 The complaint Mrs W is complaining about the amount Advantage Insurance Company Limited has paid to settle a claim on her car insurance policy. Mrs W has been largely represented by her husband in this complaint. But for ease of reference I shall refer to anything he’s said as ... (3 pages)View decision -
Decision Reference DRN-4044947
29 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4044947 The complaint Mr K complains about the service he received from Bank of Scotland plc trading as Halifax when trying to transfer a cash ISA to them. What happened Halifax have shown us their internal record of activity on this ISA transfer. This shows they wrote to Mr K’s existi... (2 pages)View decision -
Decision Reference DRN-4215332
29 Jun 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4215332 The complaint Mr P complains that Tesco Personal Finance PLC lent irresponsibly when increasing the credit limit on his credit card. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr P applied for a cre... (3 pages)View decision -
Decision Reference DRN-4217534
29 Jun 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4217534 The complaint Mrs R complains that The Co-operative Bank Plc (Co-op) refused her claim for a bonus under the Refer a Friend scheme. Mrs R is represented in this complaint by her grandson. But, for ease, I’ll refer to Mrs R throughout. What happened In November 2022 Mrs R was re... (3 pages)View decision -
Decision Reference DRN-4217390
29 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4217390 The complaint Mrs O complains that Santander UK Plc didn’t cancel a cheque it sent to her with the closing balances from her savings and current account, after she asked it to. Mrs O believes that the cheque for the savings balance has been intercepted and she has now lost out ... (5 pages)View decision -
Decision Reference DRN-3957217
29 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3957217 The complaint Mr C complains that Bank of Scotland plc trading as Halifax incorrectly told him to attend a branch. What happened Mr C says Halifax told him his account had been blocked and that he should attend a branch. He says he did so but was told by Halifax it had made a m... (2 pages)View decision -
Decision Reference DRN-4142645
29 Jun 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4142645 The complaint Mr L complains that Specialist Motor Finance Limited irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In September 2018, Mr L acquired a used car financed by a hire purchase agreement from Specialist Motor Finance. Mr ... (3 pages)View decision -
Decision Reference DRN-4206474
29 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4206474 The complaint Mr C complains that Bank of Scotland plc trading as Halifax won’t refund money he lost when he fell victim to an Authorised Push Payment (APP scam). What happened In March 2022 Mr C fell victim to a scam. Both parties are aware of the circumstances of the complain... (6 pages)View decision