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 4323 results
-
Decision Reference DRN2654666
18 Oct 2016 Santander UK Plc UpheldBanking and creditMr and Mrs T complaint that Santander UK Plc wrongly re-registered a default on their credit files.background Santander has agreed it made a mistake when it re-registered a default on Mr and Mrs T’s credit files in 2010. The default had originally been registered in A... (2 pages)View decision -
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 DRN1582352
27 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr B as the owner of company P, and Mrs A complain that Aviva Insurance Limited has refused a claim for vandalism to Mrs A’s car as it says it has no insurable interest in it.backgroundMrs A took out a hire purchase agreement to buy a car. The car was to be use... (2 pages)View decision -
Decision Reference DRN7563192
12 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMr G complains that legal fees were unfairly added to his Bank of Scotland plc mortgage account in relation to registration of a legal charge on the property.backgroundIn 2005, Mr G appointed a solicitors’ firm from Bank of Scotland’s panel of approved solicitors to act in relation t... (2 pages)View decision -
Decision Reference DRN-4610609
20 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4610609 The complaint Mr F has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to an occupational scheme in 2013. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed i... (5 pages)View decision -
Decision Reference DRN-5231178
24 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5231178 The complaint Mr Y complains about West Bay Insurance Plc’s handling of his car insurance claim. West Bay has been represented by its agents during the claim. All references to West Bay include its agents. Mr Y has also been represented on the claim by his spouse and the nam... (5 pages)View decision -
Decision Reference DRN-4982192
23 Aug 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4982192 The complaint Mr C has complained about a transfer of his Phoenix Life Limited self-invested personal pension (SIPP) funds to a small self-administered scheme (SSAS ) in May 2013. Mr C’s SSAS funds were subsequently depleted and held no value. HMRC took action to close the S... (12 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 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 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
