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 4790 results
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Decision Reference DRN-1844216
20 May 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1844216The complaintMrs M complains about a claim made against her under her motor insurance policy she has with Calpe Insurance Company Limited. What happenedOn 17 April 2020 I issued a provisional decision in relation to this complaint. In summary, I thought that Mrs M needed to pay... (3 pages)View decision -
Decision Reference DRN-2099936
19 Aug 2020 Inspop.com Ltd UpheldInsuranceDRN-2099936The complaintMr B complains about the motor insurance policy he took out via Inspop.com Ltd trading asConfused.com.What happenedMr B wanted to take out insurance for his car. He used Confused.com and entered information to generate a number of quotes. He was offered a number of ... (4 pages)View decision -
Decision Reference DRN-4793620
3 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4793620 The complaint Mrs B complains that The Co-operative Bank Plc (“Co-op”) incorrectly recorded her as being deceased. This resulted in her accounts being frozen, transactions being declined and direct debits and standing orders being cancelled. She is also unhappy at the service s... (4 pages)View decision -
Decision Reference DRN6364326
22 Apr 2013 HSBC Bank plc Not upheldBanking and creditMr J and Mrs K complain that they had to pay unexpected legal fees of £252 relating to completion of their mortgage with HSBC. They want these fees refunded.backgroundIn February 2012 Mr J and Mrs K applied for a mortgage with HSBC. A key facts document was issued to them, which said ... (2 pages)View decision -
Decision Reference DRN0654896
5 Jun 2013 M J Howarth & Mrs C Howarth UpheldInsurance (excluding PPI)Mr N has complained that Accent Insurance Consultants General Insurance mis-sold him an insurance policy as that insurer did not cover grey import vehicles. backgroundMr N attended the offices of Accent on 26 January 2010 to obtain a quote for his vehicle. Accent provided a quote for co... (2 pages)View decision -
Decision Reference DRN-3194723
6 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3194723 The complaint Ms A complains that Sainsbury’s Bank Plc has gave her wrong information and poor customer service. Ms A is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Ms A... (5 pages)View decision -
Decision Reference DRN-3339209
16 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3339209 The complaint Miss A is unhappy Bank of Scotland plc trading as Halifax hasn’t reimbursed her all the funds she says she sent as the result of a scam. What happened Miss A connected with person ‘L’ on an online dating site. A short while after they started speaking, L asked Mis... (4 pages)View decision -
Decision Reference DRN2517047
8 Aug 2017 Bank of Scotland Plc Not upheldBanking and creditMiss T complains that Bank of Scotland plc (trading as Halifax) have wrongly failed to block telephone banking on her account. She wants to be compensated for the distress and inconvenience this has caused her.backgroundMiss T holds an account with Halifax. She says... (2 pages)View decision -
Decision Reference DRN-5013624
22 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5013624 The complaint A sole trader, who I’ll refer to as Mr W, complains that Barclays Bank UK PLC is unfairly pursuing him for a bounce back loan (“BBL”) applied for in the name of a limited company. What happened Mr W had had a business current account with Barclays in the tradin... (4 pages)View decision -
Decision Reference DRN-3140430
5 Nov 2021 Skyfire Insurance Company Limited UpheldInsuranceDRN-3140430 The complaint Mr B’s complained that Skyfire Insurance Company Limited cancelled his car insurance policy through no fault of his own. All references in this decision to Skyfire include its appointed administrative agents. What happened Mr B applied for the policy via a compari... (4 pages)View decision