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-3956441
7 Mar 2023 Bank of Scotland Plc Not upheldMortgagesDRN-3956441 The complaint Mr P is unhappy that a portfolio of buy-to-let (BTL) properties mortgaged to Bank of Scotland plc trading as Birmingham Midshires (and referred to here as BM) is still in his name, and being reported on his credit file where payments are being made late. To settle... (4 pages)View decision -
Decision Reference DRN7753274
2 Jul 2013 Barclays Bank Plc UpheldPayment protection insurance (PPI)This complaint is about two monthly premium payment protection insurance (PPI) policies. The policies were attached to two credit card accounts Mr S has held with Barclays Bank Plc trading as Barclaycard, and were the subject of successful claims in 2004. Mr S complains that Barclaycard... (3 pages)View decision -
Decision Reference DRN1226382
11 Mar 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr L complains about charges for repairs that Volkswagen Financial Services (UK) Limited has asked him to pay.backgroundIn May 2014 Mr L entered into a hire agreement with VWFS for a new car.When the agreement ended Mr L returned the car. As far as he was aware there was no problem with th... (3 pages)View decision -
Decision Reference DRN-3113765
19 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3113765 The complaint Miss A complains that Bank of Scotland plc trading as Halifax failed to refund two transactions she didn’t recognise. What happened Miss A explained that someone accessed her account and made two bank transfers to another account without her authorisation. Miss A ... (3 pages)View decision -
Decision Reference DRN-5116429
24 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5116429 The complaint Mr O complains that Society of Lloyd’s (“Lloyds”) hasn’t paid him enough to settle his taxi insurance claim. What happened Mr O is a taxi driver and has a commercial vehicle insurance policy which covers him for damage, fire, and... (3 pages)View decision -
Decision Reference DRN-2985449
19 Aug 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2985449 The complaint Mr B is unhappy because Metro Bank PLC (Metro Bank) did not reimburse the money he transferred to a fraudster. What happened Mr B found a van he was interested in buying on an online marketplace he’d bought vehicles from before. He felt the price was reasonable a... (3 pages)View decision -
Decision Reference DRN-5223906
24 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5223906 The complaint Mr A complains that Scottish Equitable Limited trading as Aegon (Aegon) have incorrectly administered his Self-Invested Personal Pension Plan (SIPP) depriving him of access to his money. He wants his money returned to him. What happened Mr A was auto enrolled ... (3 pages)View decision -
Decision Reference DRN3308909
22 Jun 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr M complains that AXA Insurance UK Plc gave him poor service and unfairly declined a claim he made on his motor insurance policy. backgroundIn August 2018, after Mr M’s car was driven by someone who wasn’t insured on the policy, it was damaged in an accident. Mr M had given his keys to a... (3 pages)View decision -
Decision Reference DRN-5185509
20 Dec 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5185509 The complaint Ms G complains that National Savings and Investments (NS & I) delayed her application to be the adult holder of her Premium Bonds, and that it failed to keep her properly informed. She's represented in making the complaint by Mr G, her father. What hap... (3 pages)View decision -
Decision Reference DRN-3112026
16 Dec 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3112026 The complaint Miss F1 and Miss F2 complain about the actions of Lloyds Bank PLC after their father, Mr F passed away. Miss F1 and Miss F2’s concerns relate to their late father’s accounts (in their capacity as executors of his estate) and the partnership accounts that were set ... (4 pages)View decision