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 DRN8122849
2 Nov 2018 Barclays Bank Plc Not upheldInvestment and pensionsMr and Mrs M have complained about the two term assurance policies they took out following advice from Barclays Bank Plc. They have said they didn’t need the policies and they were told that they had to take the policies to get the mortgages they were applying for at ... (3 pages)View decision -
Decision Reference DRN-2981572
18 Aug 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2981572 The complaint Mrs G has complained about a payment that was taken under a continuous payment authority in December 2019 when Mrs G signed up to receive coins from a company claiming to be a coin specialist. Mrs G is represented by her two daughters. They feel this particular pa... (3 pages)View decision -
Decision Reference DRN8313987
27 Sep 2013 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr Q complains that Sabre Insurance Company Limited voided his commercial vehicle insurance policy, as it says he provided incorrect information when taking out the policy. backgroundMr Q is the director and sole shareholder of a company. He insured a number of the company’s vehicles ... (3 pages)View decision -
Decision Reference DRN8624814
30 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms W says Royal & Sun Alliance Insurance Plc (“RSA”) provided poor service when she made a claim on her motor insurance policy.backgroundIn July 2018 a person not insured on the policy was driving Ms W’s camper van when it was involved in a serious accident. Ms W didn’t report the acci... (3 pages)View decision -
Decision Reference DRN-3236437
27 May 2022 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-3236437 The complaint Mrs D is unhappy with the end of contract charges applied by Mercedes-Benz Financial Services UK Limited (‘MBFS’) following the return of her car. What happened On 15 March 2017, Mrs D was supplied with a car through a hire purchase agreement with MBFS. She paid a... (3 pages)View decision -
Decision Reference DRN0607954
15 Nov 2017 Assurant General Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that Assurant General Insurance Limited won’t pay his claim for his stolen camera under his gadget insurance.backgroundMr B had gadget insurance through his bank account. He says on 11th December 2016 his bag containing his camera was stolen while he was ... (3 pages)View decision -
Decision Reference DRN5245163
12 Sep 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a monthly premium payment protection insurance (PPI) policy, sold in 1999 in connection with a credit card. Ms A says that The Royal Bank of Scotland Plc mis- sold the policy because she felt she had to take the policy in order to be given the credit card; sh... (3 pages)View decision -
Decision Reference DRN-3746107
24 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3746107 The complaint Mrs K complains that Barclays Bank UK PLC won’t refund money she didn’t withdraw from her account. What happened Mrs K says that her card was snatched on 1 February 2022 when she was using a cash machine. And that the people that had distracted her must have seen ... (3 pages)View decision -
Decision Reference DRN3352379
26 Sep 2014 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mrs F has complained about being mis-sold a regular (monthly) payment protection insurance (“PPI”) policy by Lloyds Bank PLC (“Lloyds”) in connection with a loan in 2010.backgroundThe background to the complaint was set out in my provisional decision dated 14 July 2014, a copy of w... (4 pages)View decision -
Decision Reference DRN-2941152
21 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2941152 The complaint Mr A is unhappy that Barclays Bank UK PLC (“Barclays”) didn’t do more to help him when he was the victim of a scam. What happened Mr A has an account with Barclays. In May 2020, he decided to invest his money using the services of an individual who had approached ... (4 pages)View decision
