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 DRN6730135
10 Dec 2015 Bank of Ireland (UK) Plc Not upheldBanking and creditMr F complains that Bank of Ireland (UK) plc declined to give him a mortgage at a late stage in his application. He also complains about BOI’s poor customer service and he wants a copy of the survey report he says he paid for.background In March 2015 Mr F applied t... (3 pages)View decision -
Decision Reference DRN-2520262
25 Feb 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2520262 The complaint Miss H complains about the service received from National Savings and Investments (NS&I) when trying to register for online and phone services. Miss H’s complaint has been brought by her father on her behalf, who I will refer to as Mr H. What happened Miss H h... (3 pages)View decision -
Decision Reference DRN2224999
1 Feb 2017 National Westminster Bank Plc UpheldBanking and creditMr and Mrs M complain that National Westminster Bank Plc lost the deeds to their house. They say that it took a long time to rectify the error, which caused them stress and inconvenience. And they say that NatWest has not compensated them adequately for their time... (2 pages)View decision -
Decision Reference DRN-2915575
8 Jul 2021 Aioi Nissay Dowa Insurance Company of Europe SE Not upheldInsuranceDRN-2915575 The complaint Mr O complains Aioi Nissay Dowa Insurance Company of Europe SE (Aioi) have cancelled his motor insurance policy unfairly. What happened Mr O took out motor insurance with Aioi which started on 6 December 2019. He was involved in an accident in December 2019 and hi... (3 pages)View decision -
Decision Reference DRN4616695
30 Sep 2014 HSBC Bank plc Not upheldBanking and creditMiss J complains that HSBC Bank Plc unfairly stopped and closed her bank account.backgroundMiss J maintained a current account with HSBC, for which she held a debit card. At the timeof the events complained about, Miss J had not used her account much and the balance in itwas thirty-... (3 pages)View decision -
Decision Reference DRN-4970053
9 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4970053 The complaint The estate of Mr G complains that Bank of Scotland plc trading as Halifax, paid money into the wrong account and didn’t deal appropriately with Mr G’s accounts when he passed away. The estate is represented by Mrs J. What happened Mrs J says Halifax paid the ba... (2 pages)View decision -
Decision Reference DRN1733071
5 Apr 2019 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Miss P complains about the service she received from Admiral Insurance (Gibraltar) Limited, trading as Call Assist, following a claim against the breakdown section of her motor insurance policy. backgroundIn October 2018, Miss P’s car broke down on a dual carriageway... (2 pages)View decision -
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 pages)View decision -
Decision Reference DRN1169345
24 Oct 2019 Tradewise Insurance Company Limited UpheldInsurance (excluding PPI)Mr S trading as ‘S’ has complained that Tradewise Insurance Company Limited poorly investigated a claim made against his motor trade insurance policy. backgroundMr S renewed his motor trade policy on 27 November 2018. On 26 November 2018 his insurer, Tradewise received notice of a claim ag... (3 pages)View decision -
Decision Reference DRN6563200
7 Aug 2017 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D’s complaint is that the service one of Bank of Scotland plc, trading as Halifax’s (“Halifax”) employees gave to them made them vulnerable to fraud.backgroundIn February 2017, Mr and Mrs D received a pop-up on their computer suggesting their email account h... (3 pages)View decision