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 4569 results
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Decision Reference DRN3212850
20 Nov 2019 RRG Group Limited Not upheldBanking and creditMiss S complains that a car she has been financing through an agreement brokered by RRG Group Limited (“RRG”), was mis-sold to her as the sales price was wrong.backgroundMiss S took receipt of a new car in November 2017. She financed the deal through a hire purchase agreement that was brok... (2 pages)View decision -
Decision Reference DRN2649567
9 Oct 2014 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C complains that Liverpool Victoria Assurance Company Limited (LV) cancelled his motor insurance policy.backgroundOn 18 December 2012, LV sent Mr C a letter by recorded delivery asking him to supply copies of the registration document for his car, his driving licence and a household u... (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 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 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 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 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 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 DRN6790567
26 Aug 2015 Nationwide Building Society Not upheldBanking and creditLobsgrove Park Developments Ltd, represented by Mr H, complains that Nationwide Building Society (“Nationwide”) has produced an excessively cautious valuation of the business development. This has resulted in Mr H being technically in breach of the loan to value ratio on h... (2 pages)View decision -
Decision Reference DRN4562209
28 Nov 2014 National Westminster Bank Plc Not upheldBanking and creditMr W complains National Westminster Bank Plc wrongly recorded a default against his credit record and he was refused a mortgage as a result. our initial conclusionsNatwest accepts it recorded the default four months after it should have. It corrected Mr W’s credit file and paid h... (2 pages)View decision
