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 DRN-4933619
30 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4933619 The complaint Mr E complains that Advantage Insurance Company Limited increased its quote for a motor insurance policy. What happened Mr E looked for a new policy through an online comparison site. He found one with Advantage, but he said that when he was directed to Advant... (2 pages)View decision -
Decision Reference DRN-1936623
20 Oct 2020 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-1936623 The complaint Mr S complains that Transunion International UK Limited (TU) failed to record correct information on his credit file relating to his electoral roll registration. He wants the record corrected and compensation. What happened Mr S tells us that he’s been trying to g... (2 pages)View decision -
Decision Reference DRN7688466
18 Aug 2017 Close Brothers Limited UpheldBanking and creditMs E complains that Close Brothers Limited (trading as Close Brothers Motor Finance) is responsible for mis-selling a hire purchase (HP) agreement.backgroundMs E’s partner wanted a motorcycle. In 2015 a motorcycle dealer supplied one. He arranged HP in the name of M... (3 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 DRN8525579
5 Sep 2018 Equifax Limited UpheldBanking and creditMs L complains that Equifax Ltd didn’t protect her personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Ms L’s name, date of birth and phone number. Equifax accepted that Ms L could be exposed to cold ... (2 pages)View decision -
Decision Reference DRN-4051907
13 Jun 2023 U K Insurance Limited Not upheldInsuranceDRN-4051907 The complaint Mrs W has complained about the way her motor insurer, U K Insurance Limited (“UKI”) dealt with her after she discovered there were errors in her policy documents. What happened Mrs W had a motor insurance policy with UKI. Upon checking her account she said she dis... (2 pages)View decision -
Decision Reference DRN-3120064
24 Feb 2022 National Savings and Investments Not upheldBanking and PaymentsDRN-3120064 The complaint Miss R complains about National Savings and Investments (NSI)’s processes. What happened Miss R had some premium bonds which were bought for her by her father when she was under 16. She was now older and wanted to establish an online account with NSI in her own na... (2 pages)View decision -
Decision Reference DRN3776529
24 Oct 2013 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Company J, through its director Mr R, complains about the handling by The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) of a claim against its commercial vehicle insurance. Specifically, Mr R believes that NFU did not obtain sufficient evidence from the third party wh... (2 pages)View decision -
Decision Reference DRN-3775597
27 Oct 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3775597 The complaint Mr P complains that Standard Life Assurance Limited (SLAL) took too long to arrange the switch of his pension to another provider. He says this led to a financial loss. It should be noted that Mr P’s adviser also asked this service to consider his own complaint ab... (10 pages)View decision -
Decision Reference DRN7019091
13 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMrs J has complained that Bank of Scotland plc (trading as Halifax) has not registered her instructions to receive interest payments on her savings accounts without any tax being deducted. She wants the tax she has overpaid refunded to her.backgroundMrs J lives abroad and has held a Guara... (2 pages)View decision