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 4282 results
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Decision Reference DRN7945827
9 May 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains about how Advantage Insurance Company Limited handled his claim made on his motor insurance policy. He wants the issues resolved.backgroundMr R’s motorbike was stolen and found damaged. Mr R said he had to arrange and pay for its recovery. The bike was de... (2 pages)View decision -
Decision Reference DRN2122713
19 Nov 2019 TSB Bank plc Not upheldBanking and creditD, a corporate body, complains about poor service from TSB Bank plc, in particular in relation to telephone banking. D is represented by one of its members, who I’ll refer to as Mr P. backgroundMr P says he registered for telephone banking for D’s accounts in August 2017 and used telephone... (2 pages)View decision -
Decision Reference DRN9885585
2 Sep 2013 MBNA Limited UpheldBanking and creditMr T complains that MBNA Limited increased the interest rate on his credit card on 30 July 2007 by 7%, from 27.9% to 34.9%, without prior notification. He says that this increased interest rate led him to being unable to manage his debt.backgroundMr T registered his complaint with the F... (2 pages)View decision -
Decision Reference DRN-4278557
1 Aug 2023 Computershare Investor Services Plc Not upheldInvestmentsDRN-4278557 The complaint The estate of Y complains about the administration of shares by Computershare Investor Services Plc (Computershare). It says Computershare caused delays to the sale of the shares by putting up unnecessary obstacles and as a result it was caused distress and inconv... (7 pages)View decision -
Decision Reference DRN-2641875
29 Jun 2021 Tradex Insurance Company Limited Not upheldInsuranceDRN-2641875 The complaint Mr G is unhappy Tradex Insurance Company Limited cancelled his motor trader insurance policy. What happened Mr G bought a motor trader insurance policy through a broker who I’ll call “C”. C was authorised by Tradex to communicate with Mr G on its behalf. For eas... (2 pages)View decision -
Decision Reference DRN9258647
20 May 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Domestic & General Insurance PLC (D&G) failed to register two appliances under an extended warranty which was offered to him by his credit card provider. He also complains about D&G’s handling of his complaint. backgroundThe provider of Mr B’s credit card... (2 pages)View decision -
Decision Reference DRN3051197
24 Mar 2020 The Mortgage Shop (Barnsley) Ltd UpheldBanking and creditMr and Mrs W complain about the way The Mortgage Shop (Barnsley) Ltd (“TMS”) dealt with their application for a mortgage. Mr and Mrs W want compensation for the cost of purchasing the freehold interest by credit card.backgroundTMS assisted Mr and Mrs W as broker in applying for a mortgage ... (2 pages)View decision -
Decision Reference DRN4827488
26 Apr 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs N complain that U K Insurance Limited (UKI) unfairly rejected the part of a claim they made that was covered by the uninsured driver promise (the UDP) within their motor insurance policy. They also complain that they received poor customer service from UKI in general.backgro... (2 pages)View decision -
Decision Reference DRN2093606
30 Oct 2015 Bank of Scotland Plc UpheldBanking and creditMr L, acting on behalf of Mrs L, his mother, complains that Bank of Scotland plc offered a poor level of service when he was setting up online access under his Power of Attorney for her.background Mr L has Power of Attorney for his mother and had registered this w... (2 pages)View decision -
Decision Reference DRN-3237720
29 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3237720 The complaint Mr T complains to Barclays Bank UK PLC that payments on his own account were impacted, when trying to manage his late mother’s banking affairs following her passing. What happened In September 2021 Mr T visited a Barclays branch to register the death of his late m... (3 pages)View decision
