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 4563 results
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Decision Reference DRN-3120064
24 Feb 2022 National Savings and Investments Not upheldBanking and PaymentsDRN-3120064 The complaint Miss R complains about National Savings and Investments (NSI)’s processes. What happened Miss R had some premium bonds which were bought for her by her father when she was under 16. She was now older and wanted to establish an online account with NSI in her own na... (2 pages)View decision -
Decision Reference DRN0242441
28 Feb 2018 BISL Limited Not upheldInsurance (excluding PPI)Miss K complains that BISL Limited insured her for the wrong car when she took out a motor insurance policy so she was stopped for driving whilst uninsured. Miss K is represented in this matter by her brother.backgroundMiss K called BISL to change the car covered b... (2 pages)View decision -
Decision Reference DRN-2746827
8 May 2021 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-2746827 The complaint Mr M complains about how American Express Services Europe Limited (AESEL) dealt with his promotional offer application. What happened Mr M says he tried to register in December 2020 for an AESEL promotional offer. He says he was unable to do so and wasn’t told he ... (2 pages)View decision -
Decision Reference DRN5199446
1 Aug 2014 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs L complains about a car she bought from BMW Financial Services (GB) Limited under a hire purchase agreement. backgroundMrs L bought a car under a hire purchase agreement in November 2011. She understood that the car was manufactured in 2008, but was not registered until 2011. It l... (2 pages)View decision -
Decision Reference DRN3472122
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has lost the title deeds to their property. They say the deeds date back to the 1700’s and the loss of them could materially affect a future sale of their property. background In 1995 Mr and Mrs G took out a mortgage with NatWe... (2 pages)View decision -
Decision Reference DRN2954527
18 Oct 2013 Lloyds Bank PLC Not upheldInvestment and pensionsMs K complains that she should have benefited from lower share dealing costs between November 2010 and July 2012 as a result of being a Premier Account holder. Ms K is looking for Lloyds Bank Plc (“Lloyds) to compensate her for the extra costs she says she has incurred.background Ms K... (2 pages)View decision -
Decision Reference DRN9468532
21 Jan 2019 Skyfire Insurance Company Limited UpheldInsurance (excluding PPI)Mr M complains Skyfire Insurance Company Limited (Skyfire) unfairly refused his motor insurance theft claim.backgroundI issued a provisional decision in January 2019. I’ve attached a copy. It forms part of this final decision. In it I said why I intended to decide that S... (4 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN-3775597
27 Oct 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3775597 The complaint Mr P complains that Standard Life Assurance Limited (SLAL) took too long to arrange the switch of his pension to another provider. He says this led to a financial loss. It should be noted that Mr P’s adviser also asked this service to consider his own complaint ab... (10 pages)View decision -
Decision Reference DRN-3238864
9 Mar 2022 Lex Autolease Ltd Not upheldConsumer CreditDRN-3238864 The complaint Mrs B complains about the way that Lex Autolease Limited had dealt with the transfer of a cherished registration number when she returned a car at the end of a hire agreement. What happened A car was supplied to Mrs B under a hire agreement with Lex Autolease that... (3 pages)View decision
