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
-
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-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 DRN-4075203
6 Jul 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4075203 The complaint Miss S and Mr W complain that Bank of Scotland plc trading as Halifax knew their solicitor hadn’t completed the work to register their property purchase to them, but it never told them. Miss S and Mr W said this caused stress, costs, and delays when they tried to ... (3 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 DRN-4491477
4 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4491477 The complaint Mr W complains that Lloyds Bank PLC made a mistake with his email address some years ago, and it has been sending email correspondence to a third party ever since. Lloyds was adamant it hadn’t wrongly shared personal information, but Mr W said he could prove it ha... (4 pages)View decision -
Decision Reference DRN3152929
31 Jan 2018 BUPA Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that BUPA Insurance Limited failed to apply a discount to her private medical insurance policy.backgroundIn 2009, Ms W qualified to be a doctor. She says she told BUPA after she qualified, as she was aware that she’d be entitled to a premium discount ... (2 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 -
Decision Reference DRN-5174783
30 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5174783 The complaint R’s complaint is about a claim it made on its Covea Insurance plc (‘Covea’) childcare and business protection insurance policy, which Covea declined. R says that Covea treated it unfairly when declining its claim and that it has suffered considerable commercial... (3 pages)View decision