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 4569 results
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Decision Reference DRN4906110
28 Feb 2017 D. M. Design Bedrooms Limited Not upheldBanking and creditMrs G complains about the cashback that she received under a fixed sum loan agreement that was sold to her by D. M. Design Bedrooms Limited.backgroundDM Design agreed to install a new kitchen for Mrs G. She financed the kitchen with a fixed sum loan agreement with a... (2 pages)View decision -
Decision Reference DRN7294652
25 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr A held insurance with Royal & Sun Alliance Insurance Plc (“RSA”) and he complains that it lost his personal information. backgroundRSA wrote to Mr A to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whether the data... (2 pages)View decision -
Decision Reference DRN4384049
9 Dec 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F complains that The Royal Bank of Scotland Plc did not forward a payment to his new bank account with a third party.backgroundMr F switched his account from RBS in February 2015. In August 2015 he was sent a payment of £38 using the PAYM service (payment by m... (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 DRN8229030
26 Jun 2018 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr M has complained that due to Tesco Underwriting Limited’s error when he bought a carinsurance policy, he was stopped by police for driving uninsured and his car was impounded.backgroundMr M bought a car insurance policy with Tesco online. Mr M added his registrati... (3 pages)View decision -
Decision Reference DRN-2219653
30 Sep 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-2219653 The complaint Mrs K complains AXA Insurance UK Plc said her car isn’t insured with them after she was involved in an accident. Mrs K has been represented on this complaint, for ease of reading any reference to Mrs K also includes her representative. What happened Mrs K was comi... (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 DRN3539571
28 Sep 2016 DNA Insurance Services Ltd. UpheldInsurance (excluding PPI)Mr D has complained about DNA Insurance Services Ltd. He isn’t happy that it didn’t record the correct details of his vehicle under his motor insurance policy.backgroundMr D insured his vehicle through DNA. He was stopped by the police on two separate occasions and his ... (2 pages)View decision -
Decision Reference DRN-5006186
6 Sep 2024 Yorkshire Building Society Not upheldMortgagesDRN-5006186 The complaint Mr C and Mrs S complain that Yorkshire Building Society (YBS) disclosed their financial information to a fraudster and then failed to deal with the matter quickly or support them appropriately. What happened Mr C and Mrs S have an offset mortgage with YBS, mean... (3 pages)View decision
