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 4338 results
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Decision Reference DRN1482735
24 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs H says The Royal Bank of Scotland Plc (“RBS”) mis-sold her a payment protection insurance (“PPI”) policy. backgroundThis complaint is about a credit card PPI policy taken out in October 2005. The policy was added to Mrs H’s credit card account when she applied for the card online ... (1 page)View decision -
Decision Reference DRN9413070
25 Sep 2015 MD Insurance Services Ltd UpheldInsurance (excluding PPI)Mr N has complained that MD Insurance Services Ltd has not refunded all the money owed to him after this service concluded he had been mis-sold building warranties.backgroundMr N brought a complaint to this service about building warranties which he had been sold ... (2 pages)View decision -
Decision Reference DRN-3395515
9 Jun 2022 Arthur J. Gallagher (UK) Ltd UpheldInsuranceDRN-3395515 The complaint Mr F has complained about the broker Arthur J. Gallagher (UK) Ltd’s decision to cancel his commercial vehicle insurance policy on behalf of the insurer. For ease I’ll refer to the broker as AJG in my decision. What happened In April 2021 Mr F bought a commercial v... (2 pages)View decision -
Decision Reference DRN4717190
28 Jun 2019 Santander UK Plc UpheldBanking and creditMrs M1 has brought a complaint to our service on behalf of her mother Mrs M2, for whom she has power of attorney. She complains that Santander UK Plc did not make her a joint signatory on her mother’s account when they were asked to. And she says her mother is... (3 pages)View decision -
Decision Reference DRN1586864
24 Feb 2014 Barclays Bank Plc UpheldBanking and creditMr K complains that Barclays Bank plc has registered fraud markers against his name, even though he was the victim of a scam. backgroundMr K applied online for a job. He was contacted by someone claiming to be from the company offering the job to tell him that he had been successful. At... (1 page)View decision -
Decision Reference DRN0040987
14 Nov 2019 American International Group UK Limited Not upheldInsurance (excluding PPI)Mr L bought an Apple iPhone in October 2018 and he purchased AppleCare+, an extended warranty, at the same time. This included accidental damage cover that was underwritten by American International Group UK Limited (AIG). Mr L’s complaint mainly centres around the service he has received ... (2 pages)View decision -
Decision Reference DRN2265286
10 May 2017 Bank of Scotland Plc Not upheldBanking and creditMr R complains that Bank of Scotland plc trading as Halifax wouldn’t refund a debit made to his current account via the chargeback scheme.backgroundMr R visited a hotel and gave the hotel his debit card details. After leaving the hotel it contacted him to say that th... (2 pages)View decision -
Decision Reference DRN7031080
28 Feb 2017 Carnegie Consumer Finance Limited Not upheldBanking and creditMr K is unhappy he hasn’t been able to cancel a fixed term loan agreement with Carnegie Consumer Finance Limited which he took out to pay for a training course. backgroundIn November 2015 Mr K took out a fixed term loan agreement to pay for a training course. Mr K co... (2 pages)View decision -
Decision Reference DRN0840573
28 May 2014 GMAC UK Plc Not upheldBanking and creditMr R complains that a car that was supplied to him under a conditional sale agreement with GMAC UK plc was not of satisfactory quality. In particular he complains that the vehicle description and the vehicle identification plate show a different specification for the car. backgroundA... (2 pages)View decision -
Decision Reference DRN3523263
19 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr Z was involved in a road traffic accident (RTA). He’s unhappy that Aviva Insurance Limited (Aviva) decided to record this as a ‘fault’ claim and his No Claim Discount (NCD) will be affected. backgroundMr Z has an annual, comprehensive car insurance policy which star... (2 pages)View decision
