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 DRN2913115
27 Sep 2013 Bank of Scotland Plc UpheldBanking and creditMr R complains that Bank of Scotland plc (trading as Halifax) has mishandled his account. In particular, he complains that Halifax passed his account to recoveries and defaulted it while he was keeping to an agreed payment plan. The bank also kept sending him letters which, at the relev... (2 pages)View decision -
Decision Reference DRN5846036
14 Sep 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs E says Bank of Scotland plc (“BoS”) mis-sold her a payment protection insurance (“PPI”) policy. Mrs E has used a claims management company (“CMC”) to bring her complaint to us. backgroundMrs E bought the policy in 1998 at the same time as taking out a credit ... (2 pages)View decision -
Decision Reference DRN-3956999
20 Feb 2023 Tradex Insurance Company Limited Not upheldInsuranceDRN-3956999 The complaint Mr R has complained about Tradex Insurance Company Limited’s decision to reject a claim he made under his taxi insurance policy. All reference to the insurer Tradex in my decision includes its agents. What happened Mr R bought a taxi insurance policy with Tradex t... (2 pages)View decision -
Decision Reference DRN9069585
24 Jul 2015 Bristol Street Fourth Investments Limited Not upheldBanking and creditMr C complains that Bristol Street Fourth Investments Limited mis-sold him a finance agreement. He says the interest should have been 0% APR, but later discovered that it was 19.5% APR.backgroundMr C entered a fixed sum loan agreement to purchase a car for his daughter... (2 pages)View decision -
Decision Reference DRN-1631994
15 Dec 2020 Policy Administration Services Ltd Not upheldInsuranceDRN-1631994 The complaint Ms W is unhappy that a broker Policy Administration Services T/A Phones 4u Care (PAS) won’t refund her premiums for her mobile phone insurance policy. Ms W said she never wanted the policy. What happened Ms W bought a mobile phone in a shop and along with the phon... (2 pages)View decision -
Decision Reference DRN-3521407
24 Jun 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3521407 The complaint Mr W complains that Royal & Sun Alliance Insurance plc mishandled a motor insurance policy. Where I refer to RSA, I include employees and others insofar as I hold RSA responsible for their acts or omissions. What happened Mr W was eligible for a vehicle on con... (2 pages)View decision -
Decision Reference DRN6918984
13 May 2016 Welcome Financial Services Limited Not upheldBanking and creditMr O complains that Welcome Financial Services Limited made a mistake when it arranged for a county court judgment (CCJ) to be issued against him.backgroundMr O says that Welcome Finance arranged for a CCJ to be issued against him. But his son owed the debt, not him. O... (2 pages)View decision -
Decision Reference DRN4446466
20 Mar 2019 Barclays Bank UK PLC Not upheldInvestment and pensionsMs T is represented by her solicitor. Her complaint was raised in 2018 and is about Barclays Bank UK PLC. Ms T and her solicitor summarised the complaint as follows: Barclays failed in its obligation to inform Ms T that Amazon shares she purchased around 1998/1999 w... (4 pages)View decision -
Decision Reference DRN-3553535
21 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3553535 The complaint Mr A complains about the amount Haven Insurance Company Limited (Haven) paid in settlement of his claim after his car was written off, under his motor insurance policy. What happened Mr A contacted Haven in November 2021 to make a claim as he had been involved in ... (4 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision
