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 4310 results
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Decision Reference DRN7604769
8 Apr 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr B complains that he received another customer’s statements from Volkswagen Financial Services (UK) Limited and that his statements were sent to another customer. background In September 2015 Mr B was supplied with a van and entered into a hire purchase agreement with ... (2 pages)View decision -
Decision Reference DRN-2197849
5 Nov 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2197849 The complaint Mr W complains that HSBC UK Bank Plc didn’t send him important confidential data by secure e-mail as it said it would. What happened Mr W says HSBC sent him a large amount of confidential personal information via e-mail. He says HSBC told him it would be sent by s... (2 pages)View decision -
Decision Reference DRN6213591
11 Apr 2019 NRAM Limited Not upheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance (PPI) policy taken out alongside a secured loan in 2006. Mr and Mrs B say NRAM Plc mis-sold them the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is ... (2 pages)View decision -
Decision Reference DRN3384608
20 Mar 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr K has complained that Allianz Insurance Plc didn’t do enough to investigate when he was involved in an accident which he says wasn’t his fault. Mr K says this led to him paying for the repairs himself rather than making a claim on his motor insurance policy.bac... (2 pages)View decision -
Decision Reference DRN4339236
3 Dec 2015 Platform Home Loans Ltd Not upheldBanking and creditMr N complains that Platform Home Loans Ltd (“Platform”) unfairly has charged him a fee and claimed it from his mortgage. He wants the fee refunded, together with interest.backgroundMr N mortgaged his property with Platform. His property needed to be split into two titles... (2 pages)View decision -
Decision Reference DRN8916704
30 May 2018 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Ms C complains that AXA PPP Healthcare Limited won’t meet the costs of tests recommended by her consultant.backgroundMs C has a group private health care plan with AXA. In 2016 Ms C’s gastroenterologist referred her to a neurovascular consultant (who I’ll refer to as “... (2 pages)View decision -
Decision Reference DRN-3705641
19 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3705641 The complaint Ms C complained about esure Insurance Limited’s handling of her claim under her motor insurance policy. What happened Ms C’s car was parked when it was hit by a stolen car. esure decided that it was uneconomical to repair and paid Ms C its market value. But they i... (2 pages)View decision -
Decision Reference DRN9155511
30 Jul 2013 Banque PSA Finance Not upheldBanking and creditWith the assistance of a relative, Mrs J complains that a car she obtained on a contract hire agreement through Banque PSA Finance was not new (as ordered) as it had over 600 miles on the clock and had 80% of the bodywork scratched.background The car was originally delivered to the wro... (2 pages)View decision -
Decision Reference DRN5837276
16 Jan 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland plc (“RBS”) unfairly linked his personal account overdraft with his business banking and wrongly registered a default in relation to the overdraft debt. backgroundAs well as having his personal bank account with RBS, Mr T was a partner in ... (2 pages)View decision -
Decision Reference DRN5842826
11 Sep 2018 Equifax Limited Not upheldBanking and creditMr B complains that Equifax Ltd didn’t protect his personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mr B’s name, date of birth and phone number. Equifax accepted that Mr B could be exposed to cold ca... (2 pages)View decision
