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 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 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-4535534
10 Jan 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4535534 The complaint Mr A has complained that Sabre Insurance Company Limited unfairly cancelled his taxi insurance policy. All reference to the insurer Sabre includes its agents. What happened Mr A bought a taxi insurance policy in April 2023 with the insurer Sabre. Sabre asked Mr A ... (2 pages)View decision -
Decision Reference DRN8043867
17 Dec 2014 Bank of Scotland Plc Not upheldBanking and creditMr G has complained about the way in which Bank of Scotland plc (Halifax) has dealt with his mortgage account. Initially Mr G’s complaint was that Halifax had been unsympathetic and unhelpful when he fell into arrears. Mr G says that Halifax cancelled a payment arrangement and refused to... (4 pages)View decision -
Decision Reference DRN3277758
2 May 2013 Bank of Scotland Plc Not upheldBanking and creditMiss R complains that Bank of Scotland Plc (trading as Halifax) has declined her claim under section 75 of the Consumer Credit Act 1974 for a refund of a registration fee paid to a dating agency. backgroundMiss R joined a dating agency and paid a registration fee. She says she was t... (2 pages)View decision -
Decision Reference DRN-4457418
19 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457418 The complaint Miss G complained because Bank of Scotland plc, trading as Halifax, refused to refund her for transactions she said she didn’t make. What happened On 5 September 2023, a new device was registered to Miss G’s Halifax account. Before this was confirmed, Halifax rang... (3 pages)View decision -
Decision Reference DRN-4638646
22 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4638646 The complaint Mr K complains about the service he received from U K Insurance Limited (UKI) after making a claim under his car insurance policy. What happened Mr K’s car was insured with UKI. In March 2022 Mr K’s car was damaged in an accident, so he made a claim to UKI. Mr K s... (3 pages)View decision -
Decision Reference DRN1605204
9 Apr 2015 Santander UK Plc Not upheldBanking and creditMr G’s complaint is that Santander UK Plc has failed to answer his questions and provide him with certified copies of documents to prove he has a valid mortgage account.backgroundIn 2003 Mr G granted Santander a mortgage as security for a loan used to purchase the... (4 pages)View decision -
Decision Reference DRN3539571
28 Sep 2016 DNA Insurance Services Ltd. UpheldInsurance (excluding PPI)Mr D has complained about DNA Insurance Services Ltd. He isn’t happy that it didn’t record the correct details of his vehicle under his motor insurance policy.backgroundMr D insured his vehicle through DNA. He was stopped by the police on two separate occasions and his ... (2 pages)View decision -
Decision Reference DRN-4038732
27 Mar 2023 Brown Shipley & Co Limited UpheldInvestmentsDRN-4038732 The complaint Mr R and Mrs R complain that Brown Shipley & Co Limited delayed the transfer of funds from Mrs R’s General Investment Account (GIA) to Mr R’s individual Savings Account (ISA) and this caused Mr R a financial loss resulting in the loss of some of his 2019/20 IS... (4 pages)View decision
