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 DRN4614628
2 Dec 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr G complains that the valuation of and offer for his vehicle by AXA Insurance UK Plc under his motor insurance policy is too low. backgroundMr G had a motor insurance policy with AXA. He was involved in an accident and his car was deemed uneconomical to repair. AXA has offered to pay £... (2 pages)View decision -
Decision Reference DRN1279870
10 May 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr W complains that The Royal Bank of Scotland plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. The complaint is brought on his behalf by a claims management company.backgroundThis complaint is about a credit card PPI policy taken out in 2004. The ... (2 pages)View decision -
Decision Reference DRN0682463
10 Oct 2013 Nationwide Building Society UpheldBanking and creditMr B complains about charges applied by Nationwide Building Society to his account.our initial conclusionsIn November 2006 Nationwide charged a fee for a returned unpaid direct debit and this took Mr B into an unauthorised overdraft. There was no further activity on the account a... (2 pages)View decision -
Decision Reference DRN0962284
26 Nov 2014 Firstplus Financial Group Plc Not upheldBanking and creditMr D has complained about information registered in his credit file by Firstplus Financial Group Plc, which Mr D says is inaccurate.backgroundMr D had a loan with Firstplus which was secured on his home as a second charge. Unfortunately Mr D was made bankrupt in August 2012. The bankru... (2 pages)View decision -
Decision Reference DRN2188776
28 May 2013 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K has complained about the issues that have arisen following his accident and claim on his motor policy. A County Court Judgement (CCJ) had been registered against him due to the delay by Advantage Insurance Company Limited in the settlement of the third party’s claim. A High Cour... (2 pages)View decision -
Decision Reference DRN2216622
29 Feb 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D’s complaint is about the registration by Royal & Sun Alliance Insurance Plc of a claim under his Let Property Policy. backgroundMr D called RSA’s agent because he didn’t have a copy of his policy and wanted to understand whether he could make a claim for... (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 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
