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 4385 results
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Decision Reference DRN8796795
5 Feb 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr P has complained that Royal & Sun Alliance Insurance Plc (RSA) cancelled his car insurance policy without his permission and provided a poor service to him. backgroundMr P renewed his car insurance policy with RSA. In April 2018 he noticed a refund on his c... (2 pages)View decision -
Decision Reference DRN7319165
22 May 2018 Swinton Group Ltd UpheldInsurance (excluding PPI)Mrs W complains that Swinton Group Ltd didn't provide her with the assistance she expected under her breakdown cover when her car broke down.backgroundWhen Mrs W called for assistance when her car broke down she was told her car wasn’t covered under her policy. She ha... (2 pages)View decision -
Decision Reference DRN3930959
10 Oct 2019 Close Brothers Limited Not upheldBanking and creditMr L complains about a fault with a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance.backgroundA used car was supplied to Mr L under a conditional sale agreement with Close Brothers that he electronically s... (2 pages)View decision -
Decision Reference DRN2207346
15 Dec 2015 One Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that One Insurance Limited cancelled his motor insurance policy from the last renewal and rejected his claim. He wants it to settle his claim in full. Mr D is represented by his parents.backgroundMr D took out a policy with One through an online co... (2 pages)View decision -
Decision Reference DRN0143710
28 Jul 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms B says U K Insurance Limited (“UKI”) provided poor service to her after she made a claim on her motor insurance policy.background Ms B’s car was stolen. It took two months to settle the claim and Ms B had to chase UKI for updates. No letters about it were receive... (2 pages)View decision -
Decision Reference DRN3103736
24 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc refused to raise a chargeback in relation to a defective car he paid for with a debit card.backgroundIn May 2017 Mr L bought a car for £5,500. He paid £2,500 with his Bank of Scotland debit card, and the balance was paid ... (2 pages)View decision -
Decision Reference DRN-4246120
5 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4246120 The complaint Mr B complains about Santander UK Plc. He says that he has been the victim of a scam, and that Santander didn’t do enough to protect him. He would like Santander to refund him the money he has lost. What happened In 2017, Mr B was cold called by W, offering an inv... (2 pages)View decision -
Decision Reference DRN0604318
16 Aug 2013 Mortgage Express Not upheldBanking and creditMr K complains that, because Mortgage Express (ME) failed to take direct debits for his mortgage, his credit rating had suffered. Mr K also complains that ME’s customer service has been poor, that it failed to do what it had promised to do in December 2009 and about delay in providing h... (2 pages)View decision -
Decision Reference DRN1530585
19 Jul 2013 Homecare Insurance Limited UpheldInsurance (excluding PPI)Mr Z is complaining that his mobile phone insurance claim was unfairly declined by Homecare Insurance Limited (“Homecare”).backgroundMr Z was travelling back to the UK and realised he had lost his Apple iPhone 4 at the airport. During the course of his claim he advised the business th... (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
