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 DRN5278046
12 Sep 2018 Equifax Limited Not upheldBanking and creditMr O complains that Equifax Limited haven’t updated his address as he had asked them to. backgroundMr O says he tried to update his address as Equifax was holding inaccurate details. He sent a ‘Certificate of Electoral Registration’ to Equifax showing his full address,... (2 pages)View decision -
Decision Reference DRN-2595382
23 Apr 2021 Southern Rock Insurance Company Not upheldInsuranceDRN-2595382 The complaint Mr E has complained about the final settlement offer Southern Rock Insurance Company paid him after he made a claim on his commercial vehicle insurance policy after his van was stolen. Reference to Southern Rock includes its agents. What happened Mr E holds a comm... (2 pages)View decision -
Decision Reference DRN3601516
7 Aug 2018 BARCLAYS INVESTMENT SOLUTIONS LIMITED Not upheldInvestment and pensionsMr and Mrs W complain that Barclays Investment Solutions Limited (‘Barclays’) didn’t send them the correct documents to enable them to vote at a shareholders’ annual general meeting (AGM).backgroundBarclays are the nominee shareholder for shares that Mr and Mrs W hold in... (2 pages)View decision -
Decision Reference DRN2528462
17 Apr 2020 Pinnacle Insurance Plc UpheldInsurance (excluding PPI)Miss G has complained that Pinnacle Insurance Plc wrongly held her named driver at fault for a claim made by another driver under her motor policy.backgroundAnother driver claimed that Miss G’s named driver caused damage to their car in October 2015 so this other driver made a claim to Pin... (2 pages)View decision -
Decision Reference DRN4962572
29 Apr 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) wrongly recorded an accident against his name on a central insurance database (“CUE”). That led to higher insurance premiums for him with his new insurer.background The accident took place on 11 Apri... (2 pages)View decision -
Decision Reference DRN3842540
17 Nov 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)and backgroundMr and Mrs B complain Nationwide Building Society (‘Nationwide’) mis-sold Payment Protection Insurance (‘PPI’) with a mortgage in May 2007. Our adjudicator didn’t think the policy had been mis-sold and didn’t uphold the complaint. Mr and Mrs B don’t agree with the adjudic... (2 pages)View decision -
Decision Reference DRN8730595
2 Feb 2016 Clydesdale Financial Services Limited Not upheldBanking and creditMrs P complains that she was mis-sold a caravan which she got under a conditional sale agreement with Clydesdale Financial Services Limited (trading as Barclays Partner Finance). background Mrs P got the caravan in 2013. The agreement says it has a registration date in 2... (2 pages)View decision -
Decision Reference DRN2216267
14 Nov 2019 National Savings and Investments Not upheldBanking and creditMr H is unhappy with the service that National Savings and Investments (NS&I) provided in a telephone call. Mr H complains that NS&I wouldn’t provide him with information over the telephone unless he registered for its online and phone service. backgroundMr H called NS&I to fin... (2 pages)View decision -
Decision Reference DRN5410771
20 Dec 2016 Al Rayan Bank PLC Not upheldBanking and creditMr S, Mrs N and Miss S have complained that Al Rayan Bank PLC (“the bank”) withdrew the offer of a Home Purchase Plan (HPP). They are asking the bank to reimburse all the expense they incurred as a result. Mr S has dealt with the complaint throughout.backgroun... (2 pages)View decision -
Decision Reference DRN3309838
19 Nov 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs S have complained that National Westminster Bank Plc (NatWest) told them that they should keep their Advantage Gold account each time they had an account review. They don’t think this was in their best interests. Mr and Mrs S paid a monthly fee for the acco... (2 pages)View decision
