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 4755 results
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Decision Reference DRN3820832
31 Mar 2016 Santander UK Plc UpheldBanking and creditMr and Mrs S complain that Santander UK Plc has lost their deeds. The property is currently unregistered and they want Santander to register it. They also complain about Santander’s poor customer service.backgroundThe circumstances leading to Mr and Mrs S’ complaint... (5 pages)View decision -
Decision Reference DRN-4311869
30 Aug 2023 Markel International Insurance Company Limited Not upheldInsuranceDRN-4311869 The complaint K, a business, complains about a claim it made on its Markel International Insurance Company Limited (Markel) business insurance policy. K says Markel unfairly declined its claim. What happened In 2020 K’s business premises was flooded so it relocated to temporary... (3 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 DRN1887939
21 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs P has complained that Lloyds Bank PLC is unreasonably refusing her access to money in her account. Lloyds has asked Mrs P to provide certain information, but Mrs P thinks Lloyds’ request is unreasonable. backgroundA large sum of money was paid into Mrs P’s account. Lloyds told Mrs P it... (2 pages)View decision -
Decision Reference DRN7782654
27 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMiss E complains that Bank of Scotland plc (trading as Halifax) (“Halifax”) failed to note her change of address, resulting in a default registration being made about her debt, without her knowledge.our initial conclusionsHalifax said the default notice had been sent to the addr... (2 pages)View decision -
Decision Reference DRN-5280182
22 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5280182 The complaint Mr A complains that Haven Insurance Company Limited (Haven) has recorded a fault claim against his taxi insurance policy. What happened Mr A had a taxi insurance policy with Haven which covered a vehicle he was using as a taxi. In December 2022 the insured ve... (2 pages)View decision -
Decision Reference DRN5727234
10 Oct 2014 Nationwide Building Society Not upheldBanking and creditMrs G, executor of the late Mrs K complains that Nationwide Building Society prevented her registration of a joint power of attorney and refused to allow her to register as executor of her late mother’s estate. She says that Nationwide’s actions prevented her from discovering misappropria... (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 DRN2287373
11 Aug 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs F has complained that One Call Insurance Services Limited unfairly cancelled her motor insurance policy.background Mrs F bought a motor policy through a broker, One Call. She didn’t mention a notification only incident from 2013, so the insurer wanted Mrs F to provide... (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