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 4152 results
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Decision Reference DRN8091970
13 Jun 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D has complained about U K Insurance Limited. He isn’t happy that they incorrectly recorded his car registration number on his motor insurance policy, resulting in him almost being charged with driving without insurance.backgroundThree months after taking out his m... (2 pages)View decision -
Decision Reference DRN1583438
8 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs B, as attorney for Miss P, complains about the way HSBC UK Bank Plc has handled an Enduring Power of Attorney (“EPA”). backgroundMrs B says she met with HSBC in September 2018 and asked to be added to Miss P’s account under a Power of Attorney to assist wit... (3 pages)View decision -
Decision Reference DRN7586472
1 Aug 2014 Barclays Bank Plc UpheldBanking and creditMr B complains about the way Barclays Bank Plc (trading as Barclaycard) treated him following some fraudulent transactions on his credit card account. backgroundBarclaycard detected some fraudulent transactions on Mr B’s credit card account. It stopped his card, contacted him and refun... (2 pages)View decision -
Decision Reference DRN0892583
15 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc (trading as Halifax) will not remove a default registration that it made on his credit file.backgroundMr B had a current account with Halifax, with an overdrawn balance. Mr B had not actively used the account since 2007, but made nominal payments... (2 pages)View decision -
Decision Reference DRN-2900577
29 Jul 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-2900577 The complaint, Mr T complains that Toyota Financial Services (UK) Plc (“TFS”) unfairly applied a marker on a car, that it had no interest in, causing him to lose a sale he’d arranged for that car. What happened In July 2020 Mr T acquired a car via a hire purchase agreement with... (3 pages)View decision -
Decision Reference DRN-2690822
26 May 2021 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-2690822 The complaint Mr T is represented by his independent financial adviser in making his complaint. The IFA says that AEGON Investment Solutions Ltd caused a number of errors and a delay when was carrying out Mr T’s stocks and shares ISA transfer from another business. The IFA subm... (4 pages)View decision -
Decision Reference DRN4563150
19 Mar 2018 Southern Rock Insurance Company Limited Not upheldInsurance (excluding PPI)Miss C complains that Southern Rock Insurance Company Limited didn’t investigate a claim she made on her motor insurance policy properly, which led to financial loss for her. Any reference to Southern Rock in this decision includes its agents. backgroundOn 4 November 20... (2 pages)View decision -
Decision Reference DRN-4836460
7 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4836460 The complaint Mrs W and Mr W complain that U K Insurance Limited (UKI) didn’t update their car’s details and so they weren’t prompted to renew their motor insurance policy. They want compensation and their subsequent costs to be covered after Mrs W was stopped by the police.... (2 pages)View decision -
Decision Reference DRN5077097
11 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMr M and Mrs S complain in their capacity as executors for the late Mrs M. They complain National Westminster Bank Plc lost the deeds to the late Mrs M’s house, as well as other documents, which had been entrusted to it for safekeeping.As Mr M’s been the main cor... (2 pages)View decision -
Decision Reference DRN0559454
18 Jul 2016 Aviva Health UK Limited Not upheldInsurance (excluding PPI)Mr S isn’t happy with the way that Aviva Health UK Limited (“Aviva”) treated him when he made a claim on his private medical insurance policy. backgroundMr S arranged an operation through Aviva. He used a hospital that was nominated by Aviva. There was a complication ... (2 pages)View decision
