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 4227 results
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Decision Reference DRN2589721
15 Apr 2020 UK Insurance Limited Not upheldClaims ManagementMr S complains that U K Insurance Limited (“UKI”) wrongly recorded a fault claim against him when he made a claim on his motor insurance policy. backgroundMr S’s car was hit by the car behind, which in turn had been hit by a third car, and was shunted into Mr S’s car. The third car fled th... (2 pages)View decision -
Decision Reference DRN1388611
19 Aug 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr A complains that AXA Insurance UK Plc paid a third party claim made under his motor insurance policy despite him saying he wasn’t involved in the incident. He also says that AXA won’t release his No Claims Discount (NCD).backgroundMr A complained immediately af... (2 pages)View decision -
Decision Reference DRN8405660
5 Sep 2014 Experian Limited Not upheldBanking and creditMr T complains that Experian Limited will not comply with his instruction to remove financial associations with his wife that are showing on his credit report. background Mr T accepts that, for the purposes of credit reference information, some limited registration of financial associat... (2 pages)View decision -
Decision Reference DRN1572392
12 Feb 2019 FirstRand Bank Limited UpheldBanking and creditMr D is unhappy with a car he bought on credit provided by FirstRand Bank Limited.backgroundMr D entered into a hire purchase agreement with FirstRand in March 2017 to finance the purchase of a car. He chose the car in question in reliance on an advert placed on line.... (2 pages)View decision -
Decision Reference DRN-4899231
28 Aug 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4899231 The complaint Ms O complains that she was mis-sold household warranty policies by Domestic & General Insurance Plc (D&G). What happened Ms O moved into a new home in 2021 and contacted D&G to register the warranties on several new appliances. She says its agent a... (2 pages)View decision -
Decision Reference DRN8281458
16 May 2018 NatWest Markets Plc UpheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (‘PPI’) policy taken out in 1999. Mr W says The Royal Bank of Scotland Plc (‘RBS’) mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and ... (2 pages)View decision -
Decision Reference DRN1704928
18 Jun 2014 Clydesdale Bank Plc Not upheldBanking and creditMrs F complains that Clydesdale Bank PLC (trading as Yorkshire Bank) has lost the title deeds to a property she owns.background Mrs F held a mortgage with Yorkshire Bank which was redeemed in 2008. In late 2013 Mrs F asked Yorkshire Bank to remove the charge it held on the property and t... (2 pages)View decision -
Decision Reference DRN6794975
2 Mar 2017 TSB Bank plc UpheldBanking and creditMr W and Mr B complain about their account opening experience with TSB Bank Plc and the subsequent handling of their complaint.Mr W brings this complaint on behalf of himself and Mr B.backgroundMr W and Mr B attended a branch of TSB in order to open a joint account ... (2 pages)View decision -
Decision Reference DRN1053121
6 Sep 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMr F complains that he was mis-sold training courses he paid for with a loan from Clydesdale Financial Services Limited (trading as Barclays Partner Finance).backgroundMr F says he enrolled in two courses with the intention of becoming a gas engineer. He expected to be able to move onto ... (2 pages)View decision -
Decision Reference DRN0074661
5 Aug 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs V and Miss L complain that Admiral Insurance Company Limited (trading as Diamond) was wrong to pay a third party personal injury claim, made against Miss L’s motor insurance policy, after she collided with another car.backgroundIn April 2013, Miss L was involved in a low speed tr... (2 pages)View decision
