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 4385 results
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Decision Reference DRN-3679591
30 Sep 2022 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-3679591 The complaint Mr S complains that Ikano Bank AB (publ), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier (which I’ll call “S”). Mr S is represented b... (5 pages)View decision -
Decision Reference DRN1939862
19 Sep 2016 AXA Insurance UK Plc Not upheldPayment protection insurance (PPI)Mrs H is unhappy with the way AXA Insurance UK Plc (‘AXA’) has handled her two claims under her Payment Protection Insurance (‘PPI’). She’s unhappy with the delay in it paying out her sickness claim and then ending it sooner than she thinks it should have done. A... (3 pages)View decision -
Decision Reference DRN4692320
2 Dec 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a regular (monthly) premium payment protection insurance (PPI) policy taken out in conjunction with a credit card. Mr Y says that Royal Bank of Scotland Plc (RBS) mis-sold the policy.backgroundMr Y applied for an RBS credit card in 1998 and at the same time PPI wa... (4 pages)View decision -
Decision Reference DRN-2439648
21 Dec 2020 esure Insurance Limited UpheldInsuranceDRN-2439648 The complaint Mr V complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened In April 2016, Mr V acquired a new car with a price of nearly £50,000.00. He paid a deposit of £6,500.00. For the balance of the purchase price, he entered ... (5 pages)View decision -
Decision Reference DRN-4808436
30 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4808436 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account which was in an unarranged overdraft and registered a default against him in 2022 with credit reference agencies. Mr S says Lloyds didn’t notify him nor followed a fair process in doing so. To put things... (4 pages)View decision -
Decision Reference DRN-4965517
9 Sep 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4965517 The complaint This complaint is about a mortgage Mr and Mrs J hold with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is about legal action BM carried out to take possession of the mortgaged property, and whether and to what extent it c... (4 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN8616725
25 Feb 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs G has complained about U K Insurance Limited’s (UKI) handling of her car insurance policy.backgroundMrs G had car insurance with UKI. In October 2018, whilst Mrs G’s car was parked another car crashed into it. The damage was such that UKI said the car was a total loss because it was un... (3 pages)View decision -
Decision Reference DRN6671628
6 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R have complained that Barclays Bank Plc (Barclays) mis-sold two packaged bank accounts to them. They initially had an Additions packaged account they took out at some point between 1996 and 1998. They then upgraded this account to an Additions Plus account ... (4 pages)View decision -
Decision Reference DRN-3865681
23 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865681 The complaint Mrs P complains that HSBC UK unfairly handled her claim for a refund of money she paid for a course. What happened Mrs P enrolled on a university course in August 2020, she used her HSBC credit card to make two payments for her tuition fees ... (4 pages)View decision
