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 4361 results
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Decision Reference DRN-3438525
16 Dec 2022 Trading 212 UK Limited Not upheldInvestmentsDRN-3438525 The complaint Mr G complains Trading 212 UK Limited (“Trading 212”) will not arrange for his shares to be registered into his own name. What happened Mr G bought shares using his Trading 212 account. His shares are registered to a nominee and held in a pooled (omnibus) account ... (3 pages)View decision -
Decision Reference DRN-3160616
19 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3160616 The complaint Mr L and Mrs L complain that Admiral Insurance Company Limited closed their claim on their motor insurance company and didn’t recover their policy excess as they had expected. Mrs L is a named driver on Mr L’s policy. What happened Mrs L was involved in a collisio... (3 pages)View decision -
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 DRN-4702882
28 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4702882 The complaint Mr and Mrs C’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to the registration of their property at HM Land Registry. They believe this was the responsibility of Halifax and as the property remains unregistered, Halifax should pay to ... (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 DRN-3225561
11 Jan 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3225561 The complaint Miss M is complaining Admiral Insurance Company Limited didn’t update her car registration details on her car insurance policy which resulted in her being stopped for driving without insurance. What happened In July 2021 Miss M contacted Admiral to say she’d put a... (2 pages)View decision -
Decision Reference DRN7630365
18 Dec 2015 Nationwide Building Society UpheldBanking and creditMr A complains that Nationwide Building Society should have defaulted his account earlier than it did.backgroundMr A wrote to Nationwide in May 2013 to explain that he was in financial difficulty. He offered just under £18 a month, which was much lower than he was meant... (2 pages)View decision -
Decision Reference DRN0048364
20 Feb 2019 Watford Insurance Company Europe Limited UpheldInsurance (excluding PPI)Mr C complains that Watford Insurance Company Europe Limited declined his claim and cancelled his motor insurance policy from the start (voided it) because of misrepresentation. He wants the claim paid.backgroundThe named driver on Mr C’s policy was in a car accident ... (2 pages)View decision -
Decision Reference DRN-3565896
13 Jul 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3565896 The complaint Mr F complains that Markerstudy Insurance Company Limited is responsible for poor service in connection with a claim on his motor insurance policy. Where I refer to Markerstudy, I refer to the above-named insurance company and I include employees and others insofa... (2 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
