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 4282 results
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Decision Reference DRN3635702
2 Jul 2013 Bank of Ireland (UK) Plc Not upheldBanking and creditMs C, represented by Mr D, complains that Bank of Ireland (UK) plc (trading as Post Office Financial Services) failed to issue a usable PIN for online access to her credit card account. She says that she was unable to access her account online between February 2012 and October 20... (2 pages)View decision -
Decision Reference DRN2874826
22 Mar 2016 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr G’s complaint is that Simplyhealth Access has chosen to discontinue his private medical insurance policy. backgroundIn 1987, Mr G took out a ‘private patients scheme’ (PPS) with Simplyhealth. The premiums for the PPS were calculated using the age band that applied w... (2 pages)View decision -
Decision Reference DRN2686772
8 Apr 2015 Secure Trust Bank Plc Not upheldBanking and creditMr G acquired a used car in June 2013 by hire purchase with Secure Trust Bank Plc, trading as Moneyway. He complains that what he was acquiring was misrepresented to him. He wants either the goods as explained to him at the point of sale to be supplied, or the h... (2 pages)View decision -
Decision Reference DRN2599471
25 May 2016 Northern Bank Limited Not upheldBanking and creditMr and Mrs H complain that Northern Bank Limited trading as Danske Bank (“Danske”) misled them about the costs of remortgaging. They want compensation for the extra legal costs.backgroundMr and Mrs H wanted to remortgage and moved to a new lender, Danske. They said Da... (2 pages)View decision -
Decision Reference DRN-2505528
7 May 2021 Zenith Insurance plc Not upheldInsuranceDRN-2505528 The complaint Miss K has complained about the poor service Zenith Insurance plc gave her when she made a claim under her car insurance policy. All reference to the insurer Zenith includes its agents. What happened In August 2020 Miss K reported to Zenith that her car had been h... (2 pages)View decision -
Decision Reference DRN-4833334
7 Aug 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4833334 The complaint Mr W, on behalf of Mrs R, complains about the information Yorkshire Building Society (YBS) required before registering a Lasting Power of Attorney (LPA). What happened Mr W says he holds a LPA for Mrs R and she holds a YBS account. He says he tried to register ... (2 pages)View decision -
Decision Reference DRN1245262
19 Jun 2017 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy that Amtrust Europe Limited turned down a claim for a lost mobile phone under her gadget insurance policy. backgroundIn January 2017, Mrs G bought a gadget insurance policy that provides cover for electronics including mobile phones. The policy cover... (2 pages)View decision -
Decision Reference DRN-4968598
3 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4968598 The complaint Mr A complains that Starling Bank Limited registered a CIFAS marker against his name after it had closed his bank account. CIFAS is the UK’s fraud alert service. What happened Mr A held accounts with Starling and at least two other banks. From around the and of... (2 pages)View decision -
Decision Reference DRN-2942092
9 Sep 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2942092 The complaint Mr B complains he was unable to access his online account provided by Advanced Payment Solutions Limited (trading as Cashplus). What happened On 14 October 2019, Mr B contacted Cashplus querying why he didn’t have access to his online account. He complained to Cas... (3 pages)View decision -
Decision Reference DRN-2902976
19 Jul 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2902976 The complaint Mr R has complained that Barclays Bank UK Plc has told him that his title deeds comprise an electronic record. Mr R wants Barclays to provide him with his actual paper title deeds or to compensate him for these having been destroyed by the bank. What happened Mr R... (3 pages)View decision
