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 4179 results
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Decision Reference DRN-5120712
8 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5120712 The complaint Mr B complains about Accredited Insurance (Europe) Ltd’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Accredited. In November 2023, his car was damaged by a third-party and in December 2023 he made a claim with Accredi... (3 pages)View decision -
Decision Reference DRN4255610
21 Nov 2019 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Mr C complains that Eldon Insurance Services Ltd (trading as Go Skippy) wouldn’t honour a motor insurance quote it gave him online. Mr C’s relative has helped him with his complaint, so references to Mr C will include what they’ve said.backgroundMr C had a motor insurance policy through Go... (3 pages)View decision -
Decision Reference DRN-2837357
17 Jun 2021 Cofunds Limited Not upheldInvestmentsDRN-2837357 The complaint Mr S complains about the transfer of his ISA by Cofunds Limited trading as Aegon, referred to as “Cofunds” or “the transferor”. He says Cofunds unnecessarily delayed his instructions to sell down and transfer his stocks and shares ISA to a new provider, referred t... (7 pages)View decision -
Decision Reference DRN-2640778
9 Mar 2021 The New India Assurance Company Limited UpheldInsuranceDRN-2640778 The complaint Mr O complains about how The New India Assurance Company Limited (New India) handled his car insurance claim following the involvement of his car in an accident. He’s also unhappy with the amount they paid out when his car was deemed a total loss. References to Ne... (7 pages)View decision -
Decision Reference DRN7237898
10 Mar 2021 Bank of Scotland Plc Not upheldBanking and creditMrs L thinks Bank of Scotland Plc has unfairly rejected her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). background I issued a provisional decision on 23 February 2021. A copy of my provisional decision is attached and forms part of this final decision. My provisional de... (8 pages)View decision -
Decision Reference DRN2480166
8 Oct 2014 Clydesdale Bank Plc Not upheldBanking and creditMr K complains that Clydesdale Bank Plc (trading as Yorkshire Bank) delayed releasing its charges over his properties, and has lost the title deeds to two of those properties.background Since 1996 Mr K had an overdraft with Yorkshire Bank (‘YB’), which was secured over his ten properti... (1 page)View decision -
Decision Reference DRN3642914
20 Feb 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMr N complains that Marks & Spencer Financial Services plc unfairly closed his credit card account.backgroundMr N had a credit card with M&S. Two cheques were paid into the account and subsequently discovered to be fraudulent. M&S told Mr N that it would allow the account to ... (2 pages)View decision -
Decision Reference DRN2962339
1 Dec 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss K is unhappy because Admiral Insurance Company Limited won’t pay out on her motor insurance claim after her car was stolen. Admiral won’t pay because the car was cloned. It says Ms K was not the true owner.backgroundMiss K bought a second hand car which was then s... (1 page)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN1765588
27 Apr 2017 Mortgage Express Not upheldBanking and creditMs J complains that Mortgage Express made several errors in the administration of her accounts. Ms J would like to be compensated for those errors.background Ms J wrote to Mortgage Express to make the following complaints: Mortgage Express wrote to her at one of her p... (2 pages)View decision
