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 4212 results
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Decision Reference DRN2211269
27 Mar 2020 Santander UK Plc Not upheldBanking and creditMr P has complained that Santander UK Plc won’t add his requested power of attorney, Mr W, onto his accounts without Mr W providing Santander some personal information.backgroundIn January 2019 Mr P went into a Santander branch with Mr W to add him onto their records as Mr P’s representati... (3 pages)View decision -
Decision Reference DRN3289979
16 Feb 2016 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr S complains about the way the National Farmers’ Union Mutual Insurance Society Limited (NFU) has dealt with a claim he made after his car was in a road accident.backgroundThe accident occurred on 31 May 2015. The other driver is being prosecuted for failing to sto... (3 pages)View decision -
Decision Reference DRN2193148
12 Oct 2017 Swinton Group Ltd Not upheldInsurance (excluding PPI)Ms G, daughter and executor of the estate for Mr G, complains about the way Swinton Group Ltd dealt with the cancellation of her father’s car insurance policy.backgroundI sent the parties a provisional decision last month in which I said I wasn’t minded to uphold the ... (2 pages)View decision -
Decision Reference DRN-5128043
6 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128043 The complaint Mr R, who is a director of K, complains on their behalf that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they say was lost as the result of a scam. What happened Mr R says he saw an advertisement for an investment with a company I’ll refer to as B, and at... (6 pages)View decision -
Decision Reference DRN-3461099
28 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3461099 The complaint Mr W has complained about a transfer of his Scottish Widows Limited (“SWL”) personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed in ... (5 pages)View decision -
Decision Reference DRN8743404
8 May 2019 Omni Capital Retail Finance Limited Not upheldBanking and creditMr R complains that Omni Capital Retail Finance Limited (“Omni”) have refused to allow him to cancel a finance agreement for his daughters training, despite the request being made within the relevant cooling off period.He also complains that: they failed to make rea... (3 pages)View decision -
Decision Reference DRN0076257
11 Feb 2020 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Calpe Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and charged him for another driver’s costs following a collision.background Mr A was involved in an accident with another driver. He made a claim, but Calpe then found that h... (3 pages)View decision -
Decision Reference DRN6094908
29 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr A says that The Royal Bank of Scotland Plc (RBS) mi-sold him Payment Protection Insurance.backgroundThis complaint is about a regular monthly premium PPI policy taken out in 2000 in connection with an application for a credit card. The policy was taken out as part of, and at the same t... (2 pages)View decision -
Decision Reference DRN0132185
25 Sep 2018 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L complain that Bank of Scotland Plc trading as Halifax (“Halifax”) are treating them unfairly and unreasonably as it has refused to send a notice of discharge of their mortgage to the Scottish Land Registry, even though it would if their property was in... (2 pages)View decision -
Decision Reference DRN5958252
23 May 2013 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mrs B is unhappy that The Society of Lloyd’s (Lloyd’s) declined her claim for faulty window handles that were fitted with her double glazing.backgroundIn January 2009 Mrs B purchased PVC-U windows and a door from a double glazing company, at the same time she was also provided with a ... (2 pages)View decision
