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 DRN-3592640
5 Aug 2022 Qmetric Group Limited Not upheldInsuranceDRN-3592640 The complaint Mr V complains that Qmetric Group Limited (trading as Policy Expert) unfairly cancelled his motor insurance policy. Where I refer to Policy Expert, I refer to the above-named company and I include employees and others insofar as I hold Policy Expert responsible fo... (3 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 -
Decision Reference DRN9691292
30 Jan 2017 FCA Automotive Services UK Ltd Not upheldBanking and creditMr S has complained that a car he took out finance for, through FCA Automotive Services UK Ltd, wasn’t as described.Mr S has been represented in bringing his complaint. But for clarity, I’ll refer to all submissions made on his behalf as having been made by him ... (2 pages)View decision -
Decision Reference DRN1595623
7 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr J complains about legal fees charged by solicitors appointed by National Westminster Bank Plc (“NatWest”) for work done to complete a purchase and mortgage transaction.backgroundMr J was purchasing a property with the aid of a mortgage from NatWest. He instructed solicitors to act fo... (2 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-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-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision -
Decision Reference DRN-3430511
19 Apr 2022 National Westminster Bank Plc Not upheldMortgagesDRN-3430511 The complaint Mr and Mrs P’s complaint is that National Westminster Bank Plc (NatWest) didn’t return the deeds to their home when they paid off their mortgage. Mr and Mrs P believe NatWest was sent the deeds when they took out their mortgage and it likely later destroyed them, ... (5 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
