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 DRN2962636
18 Dec 2019 Assurant General Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that Assurant General Insurance Limited unfairly declined her insurance claim for her son’s damaged phone.backgroundMrs S holds gadget insurance through her bank account. The policy is underwritten by Assurant, so it’s responsible for her claim and complaint. The policy all... (3 pages)View decision -
Decision Reference DRN3008539
7 Aug 2018 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr K has complained about the poor service Swinton Group Ltd provided when he made a claim under his car insurance policy.backgroundMr K bought a car insurance policy through a broker, Swinton in November 2016. In January 2017 he changed his car. He called Swinton ... (4 pages)View decision -
Decision Reference DRN9697546
13 Sep 2018 Ageas Retail Limited Not upheldInsurance (excluding PPI)Mr S complains that Ageas Retail Limited wrongly cancelled his motor insurance policy and didn’t give him enough notice of the cancellation. backgroundMr S took out his policy online on 1 October 2017 to start the next day. On the proposal form he said he was buying a... (3 pages)View decision -
Decision Reference DRN-3505105
27 Sep 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3505105 The complaint Mr B says he instructed Hargreaves Lansdown (‘HL’), on 27 July 2020, to arrange a transfer of his Self-Invested Personal Pension (‘SIPP’) from The Prudential Assurance Company Limited (‘Prudential’). Prudential was the ceding firm and HL was the receiver in the tr... (5 pages)View decision -
Decision Reference DRN-2900577
29 Jul 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-2900577 The complaint, Mr T complains that Toyota Financial Services (UK) Plc (“TFS”) unfairly applied a marker on a car, that it had no interest in, causing him to lose a sale he’d arranged for that car. What happened In July 2020 Mr T acquired a car via a hire purchase agreement with... (3 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 DRN7586472
1 Aug 2014 Barclays Bank Plc UpheldBanking and creditMr B complains about the way Barclays Bank Plc (trading as Barclaycard) treated him following some fraudulent transactions on his credit card account. backgroundBarclaycard detected some fraudulent transactions on Mr B’s credit card account. It stopped his card, contacted him and refun... (2 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 DRN-4836460
7 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4836460 The complaint Mrs W and Mr W complain that U K Insurance Limited (UKI) didn’t update their car’s details and so they weren’t prompted to renew their motor insurance policy. They want compensation and their subsequent costs to be covered after Mrs W was stopped by the police.... (2 pages)View decision -
Decision Reference DRN0892583
15 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc (trading as Halifax) will not remove a default registration that it made on his credit file.backgroundMr B had a current account with Halifax, with an overdrawn balance. Mr B had not actively used the account since 2007, but made nominal payments... (2 pages)View decision