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 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 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 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 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-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 DRN0458196
4 Jul 2018 Investec Bank PLC Not upheldInvestment and pensionsMr S complains that Investec Bank plc didn’t explain how an annual management charge would be calculated before he invested in a VCT. He also complains that Investec won’t send him a breakdown of the fees he’s been charged.backgroundMr S invested in a VCT in 2010. He... (2 pages)View decision -
Decision Reference DRN7727188
20 May 2014 The Society of Lloyd's Not upheldInsurance (excluding PPI)summary of complaintMr R is unhappy as underwriters at The Society of Lloyd’s rejected a claim under his malpractice insurance. He is also unhappy as underwriters did not give him run-off cover. background to complaintMr R used the services of a solicitor for representation at a hea... (2 pages)View decision -
Decision Reference DRN3167120
28 Nov 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss G complains that The Royal Bank of Scotland Plc told her she would receive bank statements in three to four days, when it actually would take seven to ten days. Miss G says this delayed a mortgage application and, as a result, she had to pay extra rent. RBS apologised for i... (2 pages)View decision -
Decision Reference DRN5838908
18 Feb 2020 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs T complain that Bank of Scotland plc trading as Halifax has been sending correspondence related to the mortgage to her ex-husband’s former address. Mr and Mrs T want to insure that this doesn’t happen to anyone else and that they are fairly compensated for the stress they suffer... (2 pages)View decision -
Decision Reference DRN0595980
21 May 2013 Santander UK Plc Not upheldBanking and creditMiss Y complains that Santander UK Plc has not removed incorrect information form her credit file – despite saying that it would.our initial conclusionsThe adjudicator concluded that it was not fair that Santander had registered two entries – in its old name of Alliance & Le... (2 pages)View decision