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 4422 results
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Decision Reference DRN-4189426
19 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4189426 The complaint Miss T complains that Aviva Insurance Limited mishandled her motor insurance policy. What happened The subject matter of the insurance policy and the complaint is a car first registered in about 2018. In about May 2022, Miss T bought the car. It had a number plate... (2 pages)View decision -
Decision Reference DRN-4013470
10 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4013470 The complaint Mrs and Mr F complain that Rock Insurance Service Limited sent their travel insurance documentation to a third party without their consent. Rock is the intermediary for this policy. Part of this complaint concerns the actions of a travel agent. As Rock has accepte... (4 pages)View decision -
Decision Reference DRN5097584
22 Sep 2018 Nationwide Building Society Not upheldBanking and creditMr and Mrs M complain that Nationwide Building Society sent out their title deeds via standard post. The deeds went missing. As a result Mr and Mrs M had to pay a fee for a missing deed indemnity. Mr and Mrs M want Nationwide to compensate them for the cost. ba... (2 pages)View decision -
Decision Reference DRN8758125
5 Aug 2020 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr H has complained that Calpe Insurance Company Limited unfairly refused to pay a claim on his motor insurance policy after his lease car was stolen.In bringing this complaint Mr H has been helped by a representative. But for ease of reading I’ll refer to the representative’s comments as ... (3 pages)View decision -
Decision Reference DRN0989392
21 Feb 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that U K Insurance Limited (”UKI”) made an error when it updated his car insurance policy. He also complains about the level of customer service he received.backgroundIn November 2015, a named driver on Mr M’s car insurance policy called UKI to update th... (2 pages)View decision -
Decision Reference DRN0286045
12 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs K complain that HSBC Bank Plc amended the registration of the ownership of their property from a tenancy in common to a joint tenancy when they remortgaged with HSBC in 2009. background Mr and Mrs K purchased their property in 2004 and instructed their solicitor to register ... (2 pages)View decision -
Decision Reference DRN-4942054
12 Sep 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4942054 The complaint Mr S complains about errors with the electoral roll registration date on his credit file with TransUnion International UK Limited. What happened In May 2023 Mr S contacted TransUnion as he found he wasn’t recorded on the electoral roll at his current address. ... (3 pages)View decision -
Decision Reference DRN6921159
20 Jan 2020 Bank of Scotland Plc UpheldBanking and creditThis complaint is about a Halifax-branded mortgage Mr and Mrs S hold with Bank of Scotland plc. They’re unhappy with how Halifax behaved when a problem arose with the title registration of the mortgaged property. They say Halifax’s responses caused them undue stress and caused them to incu... (3 pages)View decision -
Decision Reference DRN7919254
16 May 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D complain that the Bank of Scotland plc withdrew a mortgage offer withoutgood reason. They are also unhappy that information about the application was passed to afraud prevention agency, CIFAS.backgroundMr and Mrs D applied for a mortgage and an offer ... (2 pages)View decision -
Decision Reference DRN4367956
7 Dec 2016 Metropolitan International Schools Limited Not upheldBanking and creditMr P complains that Metropolitan International Schools Limited, trading as ATL Practical Training, (“MISL”), didn’t tell him that the training course he applied to do with it, would have to be completed within three years.backgroundMr P enrolled on a course with MISL in F... (2 pages)View decision
