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 4196 results
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Decision Reference DRN7024588
26 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMrs D complains that Bank of Scotland plc (trading as BM Savings) didn’t tell her when her bond was about to mature and it failed to register her to receive gross interest.backgroundMrs D’s bond matured in 2013. But she didn’t receive notice from BM Savings that the bond was about to mat... (2 pages)View decision -
Decision Reference DRN0600900
28 Dec 2018 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs A complains that the Bank of Ireland (UK) Plc trading as Post Office Money has refused to accept a Power of Attorney for her to act on her grandfather’s (Mr E’s) account. She says that the Post Office has requested further forms to be completed and further i... (2 pages)View decision -
Decision Reference DRN1457530
19 Jan 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B and Ms B complain about the valuation Admiral Insurance Company Limited put on Ms B’s car after it was declared a total loss, and that it took five weeks to make an offer. backgroundMs B had motor insurance with Admiral and her son, Mr B, was a named driver on... (2 pages)View decision -
Decision Reference DRN6248086
11 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Ms D complains that Admiral Insurance Company Limited made a mistake when it settled a claim against her motor insurance policy and recorded it as a fault.backgroundA third party contacted Admiral and said its vehicle had been hit by Ms D’s car while it was parked. Ms D said she was not... (2 pages)View decision -
Decision Reference DRN-3284403
15 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3284403 The complaint Mr M complains that Covea Insurance plc unfairly declined a claim and avoided his commercial vehicle insurance policy. What happened Mr M’s truck was stolen and then recovered so he claimed on his policy with Covea for the damage caused to his truck. When he claim... (3 pages)View decision -
Decision Reference DRN1139135
20 Dec 2016 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr N complains that Mercedes-Benz Financial Services UK Limited, trading as Mercedes- Benz Finance, (“MBF”), incorrectly recorded a default and an outstanding balance on his credit file. This caused a mortgage application to be put on hold, damage to his reputation and c... (3 pages)View decision -
Decision Reference DRN-2961538
9 Aug 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2961538 The complaint Mrs V complains that Nationwide Building Society has failed to comply with her instructions as set out in a Lasting Power of Attorney (LPA). Mrs V has appointed two attorneys jointly to manage her affairs. The attorneys are represented by a firm of solicitors. In ... (10 pages)View decision -
Decision Reference DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 pages)View decision -
Decision Reference DRN-3796686
15 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3796686 The complaint Mr T has complained that when he registered for online banking with Nationwide Building Society (“Nationwide”) in January 2020, the statements issued for his credit card account were switched to being paperless without his consent. Mr T says that he relied on rece... (3 pages)View decision -
Decision Reference DRN-4767546
25 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4767546 The complaint Mr M complains that Clydesdale Bank Plc (‘Clydesdale’) won’t refund the money he lost when he fell victim to a scam. What happened Mr M says that he came across an investment opportunity with a company I’ll refer to in this decision as K. K offered fixed term ... (3 pages)View decision
