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 DRN-3952901
25 Apr 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3952901 The complaint Mr T complains that Metro Bank PLC are not reporting the correct information to Credit Reference Agencies (CRA’s) after he made a payment to settle an outstanding balance. What happened Mr T says he had an outstanding balance on an account with Metro Bank, so he m... (2 pages)View decision -
Decision Reference DRN5362780
10 Oct 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S complains that Advantage Insurance Company Limited settled a third party’s claim against his car insurance policy when it shouldn’t have.References to Advantage include its agents and claim administrator.backgroundAdvantage was contacted by a third party to make a cla... (2 pages)View decision -
Decision Reference DRN9360743
29 May 2018 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Mr P is unhappy that AXA PPP Healthcare Limited will not cover his GP consultations in the UK.backgroundMr P has a private medical insurance policy with AXA. He has previously made successful claims on his policy for GP charges. But in the last twelve months ... (2 pages)View decision -
Decision Reference DRN1358758
9 Jul 2015 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr K complains about Aviva Insurance Limited’s handling of a claim he made on his motor insurance policy and that his car was wrongly written off.backgroundMr K was involved in an incident. He made a claim on his policy with Aviva. It incorrectly wrote off his car... (2 pages)View decision -
Decision Reference DRN4451829
28 Jun 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B and Mr H complain about the way that Inter Partner Assistance SA (IPASA) handled a claim made under their breakdown policy when Mr H broke down in France. backgroundWhen Mr H broke down in France on 31 May, IPASA said he didn’t have European cover so it could on... (2 pages)View decision -
Decision Reference DRN9533567
11 Jun 2015 IRONFX GLOBAL UK LIMITED Not upheldInvestment and pensionsMs L complains about information she received from IronFX Global UK Limited (‘IronFX UK’) before opening a spot forex trading account. background In the third quarter of 2014, Ms L phoned IronFX UK. She says they told her that if she set up an account via www.ironfx.com or www.ironfx.co.uk... (2 pages)View decision -
Decision Reference DRN0336213
18 Jun 2013 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs J complain that Zenith Insurance Plc did not offer them a fair settlement sum under their motor insurance policy after their vehicle was written-off in an accident.backgroundMr and Mrs J’s vehicle was a rare, low mileage, special edition model that they bought from new ... (2 pages)View decision -
Decision Reference DRN-1770603
16 Nov 2020 Target Servicing Limited Not upheldMortgagesDRN-1770603 The complaint Mr M has complained that Target Servicing Limited (Target) is pursuing him for payment of a loan. Mr M doesn’t believe Target is entitled to seek payment. He is asking Target to pay compensation. What happened In 2008 Mr M took out a secured loan with a business w... (2 pages)View decision -
Decision Reference DRN0004265
7 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs H complain about changes to the way Lloyds Bank PLC provides business banking services. They ask that Lloyds refunds charges.backgroundMr and Mrs H say Lloyds stopped direct debits and other payments from their business account for several weeks. They’d gone... (2 pages)View decision -
Decision Reference DRN3612268
26 Jun 2013 Northern Rock (Asset Management) plc UpheldBanking and creditMr S complains, in summary, that Northern Rock (Asset Management) plc (‘NRAM’) wrongly told him that his name had been taken off the mortgage account he held jointly with his wife, from whom he had separated. Later he discovered that that was not correct, and his credit rating was adv... (2 pages)View decision
