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 4321 results
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Decision Reference DRN0786366
17 Jan 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains about how Society of Lloyd’s dealt with his claim on his motor insurance policy for the theft of his car. He wants compensation for the loss he suffered after the car was sold by the police. backgroundMr L’s car was stolen and recovered by the polic... (2 pages)View decision -
Decision Reference DRN4047845
5 May 2015 Bank of Scotland Plc UpheldBanking and creditMr and Mrs K are unhappy because, due to a problem with Bank of Scotland plc’s (trading as Halifax) systems, they’re unable to make use of the bank’s cashback scheme.backgroundMr and Mrs K have a joint current account with Halifax and the bank offers customers li... (2 pages)View decision -
Decision Reference DRN4096661
26 Nov 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr A says he was mis-sold a payment protection insurance (“PPI”) policy by Lloyds Bank PLC (“Lloyds”). He says the policy was added without his agreement.backgroundMr A successfully applied for a credit card with Lloyds in March 1998. PPI was added from the start. The insurance prote... (2 pages)View decision -
Decision Reference DRN-3359072
8 Mar 2022 Allianz Insurance Plc Not upheldInsuranceDRN-3359072 The complaint Mr U complains Allianz Insurance Plc settled his motor insurance claim unfairly. What happened In September 2020 Mr U’s recovery truck was damaged in a collision with another vehicle. He claimed on his Allianz motor trade insurance policy. The vehicle was deemed a... (3 pages)View decision -
Decision Reference DRN5082199
10 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage that, until recently, Mr and Mrs Y held with Bank of Scotland plc trading as Birmingham Midshires (“BM”). The debt was in two parts; the original main mortgage of around £225,000 plus fees and interest from 2012, and a further advance of around £75,000... (2 pages)View decision -
Decision Reference DRN9931467
23 Apr 2020 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc, trading as Halifax, won’t refund a transaction that he says he didn’t make or authorise.backgroundMr M says that in April 2019 he noticed that a payment of £82.43 had been taken from his account. He doesn’t know anything about the transaction and h... (2 pages)View decision -
Decision Reference DRN-4235186
30 Aug 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4235186 The complaint Mr S complaints that Lloyds Bank PLC (“Lloyds”) won’t refund him for money he’s lost to an investment which he believes was a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap th... (2 pages)View decision -
Decision Reference DRN-4331048
14 Sep 2023 Devitt Insurance Services Ltd UpheldInsuranceDRN-4331048 The complaint Mr M complains that Devitt Insurance Services Ltd unfairly cancelled his motor insurance policy and charged him the full year’s premiums. What happened In February 2023 Mr M took out a motor insurance policy through Devitt. He was asked to provide proof of his no ... (2 pages)View decision -
Decision Reference DRN1078384
20 Mar 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B, via her representative, complains that Lloyds Bank Plc (“the bank”) is holding her responsible for a large number of transactions from her account that she says she didn’t make, and that it should refund her.backgroundFrom August 2013 until February 2014, 57 p... (2 pages)View decision -
Decision Reference DRN3752367
3 Jul 2019 Santander UK Plc UpheldPayment protection insurance (PPI)ComplaintMr and Mrs P say Santander UK Plc (trading at the time as Alliance & Leicester) mis-sold them a payment protection insurance (PPI) policy for their mortgage.BackgroundThis complaint is about a PPI policy taken out with a mortgage in late 1997. It was ... (3 pages)View decision
