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 DRN5133068
11 Jul 2017 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s unhappy that he’s had to pay an excess when he made a claim on his CIS General Insurance Limited motor insurance policy. backgroundMr A was involved in an accident when his vehicle was hit by a motor cycle. He made a claim on his CIS motor insurance policy... (2 pages)View decision -
Decision Reference DRN8003316
14 Feb 2020 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr A complains that a training course that he paid for using a fixed sum loan agreement with Caledonian Consumer Finance Limited was misrepresented to him and wasn’t of satisfactory quality.backgroundMr A entered into a fixed sum loan agreement with Caledonian Consumer Finance in January 2... (2 pages)View decision -
Decision Reference DRN-2888114
22 Jun 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2888114 The complaint Mr E and Mrs E complain that Nationwide Building Society (Nationwide) mishandled a Power of Attorney. What happened Mrs E gave Mr E and his brother Power of Attorney (POA) over her property and financial affairs in June 2019. The joint current account for Mr E and... (5 pages)View decision -
Decision Reference DRN4887302
16 Dec 2019 Barclays Bank UK PLC Not upheldBanking and creditMr L, Mrs W and Mrs P hold power of attorney for Mrs L. Mr L, Mrs W and Mrs P bring this complaint on behalf of Mrs L in relation to the accounts she holds with the Barclays Bank UK PLC. The complaint largely concerns issues experienced by Mr L in dealing with these accounts and the subseq... (4 pages)View decision -
Decision Reference DRN9726947
7 Mar 2014 Barclays Bank Plc UpheldBanking and creditMr H complains that Barclays Bank plc closed his account without notice and has registered his details with CIFAS, the national fraud alert service.background Mr H says that he got a job through a website. He had to provide his bank account details and two payments were made to it. Mr ... (1 page)View decision -
Decision Reference DRN7995166
3 Feb 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr W complains that Be Wiser Insurance Services Ltd mishandled his motor insurance policy.background Be Wiser acted as an intermediary between Mr W and an insurer. Mr W rang Be Wiser to get insurance for his family car. Be Wiser also sold him home insurance. It issued ... (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 DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 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
