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 4777 results
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Decision Reference DRN-1233798
28 May 2020 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-1233798 The complaintMr and Mrs F have complained that The Royal Bank of Scotland Plc (RBS) failed to return all their title deeds to their solicitor in 2012 when they redeemed their mortgage. What happenedMr and Mrs F took out this mortgage with RBS in 2001, and in February 2012 it wa... (2 pages)View decision -
Decision Reference DRN0590326
6 Dec 2019 Vitality Health Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Vitality Health Limited unfairly and unreasonably rejected a claim under a private health insurance policy. They want the claim accepted and future continuing treatment covered.backgroundMr and Mrs S are the beneficiaries of a Vitality group private medical insur... (2 pages)View decision -
Decision Reference DRN-4171630
10 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4171630 The complaint Mr D complains that esure Insurance Limited mishandled his motor insurance policy. What happened Mr D had a powerful and valuable vehicle with a cherished number plate. Mr D took out an esure policy for that vehicle for the year from February 2022. He paid about £... (3 pages)View decision -
Decision Reference DRN8787248
10 Jul 2013 Credit Reference Solutions Limited UpheldBanking and creditMiss V complains that Credit Reference Solutions Limited (CRS) has not provided her with the service she has paid for. She would like a refund of her fee or for the business to provide the promised service. backgroundMiss V approached CRS on the recommendation of another company, regar... (2 pages)View decision -
Decision Reference DRN4166281
8 Jan 2016 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMiss B has complained about the quality of a car she acquired on finance with Volkswagen Financial Services (UK) Limited (‘VWFS’). She also feels that the finance agreement itself was misrepresented, as she thought the warranty, registration plate and servicing agreem... (2 pages)View decision -
Decision Reference DRN-3756935
31 Oct 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3756935 The complaint Mr A complains that Admiral Insurance Company Limited didn’t honour the uninsured driver promise when he made a claim on his motor insurance policy. He wants a refund of his policy excess. What happened Mr A’s car was hit by another driver. The driver was uninsure... (2 pages)View decision -
Decision Reference DRN3602683
19 Sep 2013 HSBC Bank plc Not upheldBanking and creditMrs D complains that HSBC Bank plc failed in its duty to ensure that her deeds were received from her solicitor in 2002 and were returned to her when her mortgage was paid off.backgroundMrs D entered into a mortgage agreement with HSBC in 2002. As security HSBC obtained a charge over ... (1 page)View decision -
Decision Reference DRN-2226808
26 Mar 2021 Ald Automotive Limited Not upheldConsumer CreditDRN-2226808 The complaint Mrs S complains that a car she acquired through a Hire Purchase Agreement (HPA )with ALD Automotive Limited (ALD) wasn’t the new car as she expected. She would like it replaced. What happened The details of this complaint are well known to both parties so I won’t ... (1 page)View decision -
Decision Reference DRN3394724
28 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that Bank of Scotland Plc (trading as Halifax) asked them to send documents containing personal data to an incorrect address. They consider they are at risk of identity theft and fraudulent transactions as a result.background As part of an application for a mortga... (1 page)View decision -
Decision Reference DRN6883672
26 Sep 2018 Qudos Insurance A/S Not upheldInsurance (excluding PPI)Mr B complained that Qudos Insurance A/S unfairly cancelled his trade motor insurance policy.backgroundMr B had a trade motor insurance policy and his brother was a named driver on it. Qudos cancelled his policy and wouldn’t refund him any premiums. They said this was b... (2 pages)View decision