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 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 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 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-3213282
23 Dec 2021 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3213282 The complaint Mr C complains that Scottish Widows Limited failed to carry out sufficient checks when transferring his pension to an occupational pension scheme (“Scheme A”) that was subsequently suspected of being involved in pension liberation. What happened Scottish Widows sa... (7 pages)View decision -
Decision Reference DRN-4338715
27 Oct 2023 U K Insurance Limited UpheldInsuranceDRN-4338715 The complaint Mr M has complained about his van insurer U K Insurance Limited (UKI) regarding a claim he made when his van was stolen. This complaint is about poor service and resultant financial loss. There is a separate complaint considering Mr M’s concerns about the market v... (3 pages)View decision -
Decision Reference DRN2788059
11 Nov 2016 Experian Limited Not upheldBanking and creditMs S’s complaint is about charges she incurred with Experian Limited after she signed up to a 30 day free trial for credit expert membership. Ms S says that Experian didn’t warn her she was going to be charged after the free trial period ran out.backgroundMs S signe... (2 pages)View decision -
Decision Reference DRN2362113
4 Dec 2014 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Miss T complains that Tradewise Insurance Company Limited is proposing to accept liability, on her behalf, under her motor insurance policy for an accident for which she says she was not responsible. As a result, her insurance premiums have increased.backgroundIn January 2013, a third ... (2 pages)View decision -
Decision Reference DRN4835477
1 Mar 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss A complains that Admiral Insurance Company Limited has recorded a fault claim on the insurance database, CUE, for an accident that she says didn’t occur. She would like all record of the incident to be removed from it.backgroundIn June 2014 a woman reported to... (2 pages)View decision
