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 4269 results
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Decision Reference DRN-4578984
25 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4578984 The complaint Mr H complains that Santander didn’t provide the service it should have when it was requested that Miss B be registered as the Court Appointed Deputy for him. Mr H is represented by Miss B. As Miss B is a professional Power of Attorney much of the correspondence h... (4 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-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 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 DRN8842207
30 Dec 2015 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr M has complained about Allianz Insurance Plc. He isn’t happy with the way it handled a claim under his motor insurance policy.background Mr M’s car was damaged in December 2014 and he made a claim to Allianz. His car was struck by an unidentified third party in a ... (2 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 DRN0466749
11 Jun 2015 Santander UK Plc Not upheldBanking and creditMr and Mrs T complain that Santander UK Plc has failed to provide validation of the mortgage debt, verify its claim for payment or show them a copy of a lawfully-binding contract between them. Mr T has conducted the complaint throughout.backgroundIn 1986 Mr and Mr... (3 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 -
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 DRN4732956
14 Mar 2014 HSBC Bank plc Not upheldBanking and creditMrs C’s representatives under a Power of Attorney, Mr and Mrs D, complain on her behalf that HSBC Bank Plc gave incorrect advice about how they could act on her behalf. This meant they incurred, on Mrs C’s behalf, solicitors’ fees.background Mrs C held a current account and a dormant Ind... (2 pages)View decision
