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 4395 results
-
Decision Reference DRN1372922
12 Feb 2016 Bank of Scotland Plc Not upheldBanking and creditMrs C has complained that Bank of Scotland plc (trading as Halifax) mis-sold a Ultimate Reward Current Accounts (URCA) to her. She pays a monthly fee for the account which offers several benefits in return.backgroundHalifax records show that Mrs C opened a fee free a... (2 pages)View decision -
Decision Reference DRN8480345
30 Oct 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr K complained that he was mis-sold a regular premium payment protection insurance (PPI) policy in connection with a credit card by The Royal Bank of Scotland plc (RBS) in March 2000. my findingsI have considered all the available evidence and arguments to decide what is fair and reasona... (3 pages)View decision -
Decision Reference DRN9246384
15 Jun 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the way UK Insurance Limited (“UKI”) handled the claim he made under his car insurance policy.backgroundI considered the complaint and issued a provisional decision as below – Mr M was involved in an incident whilst driving his car along a main r... (3 pages)View decision -
Decision Reference DRN8138872
18 Jun 2015 Covea Insurance plc UpheldInsurance (excluding PPI)Mr E complains that Covea Insurance plc declined a claim under his motor insurance policy and then cancelled the policy from the start because of misrepresentation. He wants it to deal with his claim and compensate him for its poor service.backgroundMr E took out a p... (3 pages)View decision -
Decision Reference DRN5324528
19 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs U have complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to them in 2007. They pay a monthly fee for the account which provides some benefits.backgroundWhen Lloyds looked at Mr and Mrs U’s complaint it agreed that they ... (2 pages)View decision -
Decision Reference DRN-4842942
16 Sep 2024 Experian Limited Not upheldConsumer CreditDRN-4842942 The complaint Mr S complains about the information recorded on his Experian Limited credit file in relation to mortgages in his name. What happened Mr S has three mortgage accounts showing on his credit file with Experian. Two mortgages are registered by a business I’ll refe... (2 pages)View decision -
Decision Reference DRN-5633642
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5633642 The complaint The estate of Ms W complains about the service provided by Lloyds Bank PLC (Lloyds) after they registered a death. What happened The events within this complaint are well known to both parties so I will aim to provide a brief summary. After the estate registere... (3 pages)View decision -
Decision Reference DRN9305779
10 Dec 2015 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr K complains about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A’s (“Mapfre”) service under his home emergency policy.backgroundMr K had various problems with his boiler from February 2015 to March 2015. Each time he called Mapfre to report ... (3 pages)View decision -
Decision Reference DRN8435441
29 Apr 2014 Barclays Bank Plc Not upheldBanking and creditMr K complains that Barclays Bank Plc (trading as Barclaycard) failed to protect his account from fraud.background In August 2013 Mr K saw what he thought was an error on his Barclaycard account details and contacted the bank. He then discovered that the address on his account had been ... (3 pages)View decision -
Decision Reference DRN-5195990
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5195990 The complaint Mr K is unhappy with Aviva Life & Pensions UK Limited’s decision not to allow him to increase the level of protection under his income protection policy. What happened Mr K has income protection with Aviva. When he first took the policy, it was with another... (3 pages)View decision
