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 DRN0822484
1 Dec 2016 TSB Bank plc Not upheldBanking and creditMs S complains that TSB Bank plc mishandled her credit card account.background Ms S had a bank credit card on which she paid for payment protection underwritten by an insurer (PPI). By the summer of 2011, her credit card balance was over its limit of about £6,300. ... (2 pages)View decision -
Decision Reference DRN-3772001
28 Oct 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3772001 The complaint Mr A complains that Nationwide Building Society (Nationwide) defaulted his account. What happened Mr A had a credit card from Nationwide. The limit was £6,000. He drew the balance down with a series of balance transfers in June 2020. His income was affected by the... (2 pages)View decision -
Decision Reference DRN6888688
2 Aug 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs D and Miss D complain that Bank of Ireland (UK) Plc (trading as Post Office Money) deducted tax from their interest despite registering for gross interest.backgroundMrs D and Miss D held two accounts with Post Office Money. They registered for gross interest for t... (2 pages)View decision -
Decision Reference DRN2908045
27 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr C says that Lloyds Bank PLC (“Lloyds”) has incorrectly applied a default and has levied an unfair level of charges on his account. He says the default has stopped him from expanding his business due to other banks refusing to lend to him and caused both him and his wife to become... (2 pages)View decision -
Decision Reference DRN6122047
9 Mar 2015 Endsleigh Insurance Services Ltd UpheldInsurance (excluding PPI)Mr B complains that Endsleigh Insurance Services Ltd, an insurance intermediary, sold him unsuitable landlord’s legal expenses cover, or failed to explain its terms adequately.backgroundThe policy Endsleigh recommended included not only legal expenses but also rent guarantee cove. This wa... (2 pages)View decision -
Decision Reference DRN9281955
1 Aug 2013 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr A and Miss A’s complaint concerns the way Swinton Group Ltd (“Swinton”) dealt with their motor insurance policy, by taking payments from the named driver and allowing her to change the vehicle, without notifying them that this could result in the policy being declared void.backgroundMr... (2 pages)View decision -
Decision Reference DRN-3098175
11 Oct 2021 Amtrust Europe Limited UpheldInsuranceDRN-3098175 The complaint Mrs A complains that Amtrust Europe Limited won’t consider her claim under her building warranty as it says she isn’t an eligible policyholder under the terms of the warranty. What happened Mrs A completed the purchase of her property in October 2015, and the warr... (2 pages)View decision -
Decision Reference DRN1261554
5 Jun 2018 Lex Autolease Limited Not upheldBanking and creditMr T complains that the compensation Lex Autolease Ltd (“Lex”) have offered him, as a result of poor service, is insufficient.backgroundMr T has been represented at times by Miss H but for ease I have referred to Mr T, who has the hire agreement with Lex, through... (2 pages)View decision -
Decision Reference DRN4802359
2 Aug 2019 Furness Building Society Not upheldPayment protection insurance (PPI)Mr A says Furness Building Society mis-sold him a payment protection insurance (PPI) policy.backgroundThis complaint is about a monthly premium PPI policy taken out at the same time as Mr A applied for a mortgage. A third party broker arranged the mortgage, which included 12 months’ free P... (2 pages)View decision -
Decision Reference DRN-2864136
29 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2864136 The complaint A company, which I’ll refer to as B, complains that Aviva Insurance Limited incorrectly dealt with a claim that was made against its mini fleet insurance policy. Mr M, who is a director of B, brings the complaint on B’s behalf. What happened The facts of the case... (2 pages)View decision
