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 DRN3007136
5 Feb 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss K complains that The Royal Bank of Scotland Plc supplied incorrect information to credit reference agencies which prevented her getting a better mortgage deal.backgroundMiss K got a mortgage with RBS in October 2009. In early 2014, she discovered that RBS had registered a default ... (1 page)View decision -
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 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 DRN8147978
5 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditThe estate of Mrs G complain about the way Bank of Scotland plc (“BOS”) dealt with the late Mrs G and her accounts when she wasn’t able to verify her identity in a phone call about her online bank account.backgroundThe substantive events which form the basis of thi... (4 pages)View decision -
Decision Reference DRN4043172
11 Jun 2018 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc hasn’t done a chargeback request for him.backgroundMr H said that between May and December 2016, he made a number of payments to a merchant that he then understood to be a binary options broker. The amounts he transferred totalled £41,... (4 pages)View decision -
Decision Reference DRN2752462
12 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited duplicated a default registration on his credit file.backgroundVanquis passed Mr T’s account to a debt collection company in 2014 for non-payment. It later took the account back in-house, prior to selling it.Mr T says he contac... (2 pages)View decision -
Decision Reference DRN8848488
23 Jan 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mr N has complained about the settlement by Mapfre Asistencia, Compania Internacional de Seguros y Reaseguros, SA (“Mapfre”) of his claim under a Guaranteed Asset Protection (GAP) insurance policy, saying that its payment was insufficient to enable him to meet the cost of replacing his car... (3 pages)View decision -
Decision Reference DRN-2751010
27 May 2021 Eversure Limited Not upheldInsuranceDRN-2751010 The complaint Mr W complains Eversure Limited have unfairly charged him for an amendment on his roadside assistance policy. What happened On 5 January 2020 Mr W took out a roadside assistance policy with Eversure. In December 2020 Mr W paid to renew his policy on 5 January 2021... (2 pages)View decision -
Decision Reference DRN1965593
12 Aug 2014 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr G complains about Admiral Insurance Company Limited’s valuation of his car following a claim on his motor insurance policy.backgroundAdmiral’s initial valuation of Mr G’s car amounted to £21,920. After raising his dissatisfaction with this amount Admiral raised its valuation to £23,... (2 pages)View decision -
Decision Reference DRN-4717209
30 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4717209 The complaint Miss B complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened Miss B had a car, that had first been registered in about 2010. For the year from March 2022, Miss B insured the car on a comprehensive policy... (4 pages)View decision