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 4361 results
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Decision Reference DRN-4686780
25 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4686780 The complaint Mr A is unhappy that Bank of Scotland plc trading as Halifax decided not to refund him after he was the victim of an authorised push payment scam. What happened Mr A attempted to purchase a vehicle online. He contacted the seller and the purchase was agreed, havin... (3 pages)View decision -
Decision Reference DRN-1546319
29 Sep 2020 CIS General Insurance Limited Not upheldInsuranceDRN-1546319The complaintMr M complained that the business unfairly avoided his motor insurance policy. He was also represented by his daughter, Miss M. What happenedMr M took out a policy with CIS. After he had an accident, CIS found that the car wasn’t registered in his name but was inste... (3 pages)View decision -
Decision Reference DRN8104406
15 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland plc, trading as Halifax, won’t refund four transactions taken from his account using his credit card, which he says he didn’t make or authorise.backgroundMr S says that his details were used to sign up to a gaming site in September 2017. At that time, h... (3 pages)View decision -
Decision Reference DRN-3862908
26 Jan 2023 Borderway Finance Limited UpheldConsumer CreditDRN-3862908 The complaint Mrs S complains about a used car she acquired through a hire purchase agreement with Borderway Finance Limited. Very shortly after acquiring the car Mrs S reported a problem with the dynamic anti roll bar, requiring its replacement. Mrs S is unhappy that this will... (5 pages)View decision -
Decision Reference DRN7814246
27 Mar 2014 National Westminster Bank Plc UpheldBanking and creditMs B and Mr C complain that National Westminster Bank Plc (“NatWest”) failed to take due care of the title deeds of their property, which resulted in difficulties selling the property and additional costs for them. Ms B also complains that NatWest froze her current account without warn... (4 pages)View decision -
Decision Reference DRN-2004478
26 Nov 2020 Leeds Building Society Not upheldMortgagesDRN-2004478 The complaint Mr and Mrs B are unhappy about a mortgage valuation carried out on behalf of Leeds Building Society (LBS). To settle the complaint Mr and Mrs B want LBS to compensate them for their losses, due to the inaccurate valuation and the failure of LBS to progress an appe... (3 pages)View decision -
Decision Reference DRN4666536
19 Aug 2013 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that Ageas Insurance Limited (“Ageas”) rejected a theft claim under her motor insurance policy. Ms B is assisted in this complaint by a representative, Mr D.backgroundIn late 2008, Ms B says she parked the vehicle around the corner from her mother’s house when she w... (3 pages)View decision -
Decision Reference DRN4722511
7 Aug 2020 Hyundai Capital UK Limited Not upheldBanking and creditMr B complains that Hyundai Capital UK Limited acted unfairly when it wouldn’t agree to his insurance company replacing the vehicle he had under a personal contract plan (“PCP”) when it was written off following an accident. As a result, he says, he has suffered financial loss.background I... (4 pages)View decision -
Decision Reference DRN6279890
21 Jan 2015 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr N complains that The National Farmers’ Union Mutual Insurance Society Limited (NFU) says it will only repair rather than write off his accident-damaged trailer insured under a motor policy. He wants the trailer declared a total loss.backgroundMr N was involved in an accident, in which... (2 pages)View decision -
Decision Reference DRN-3792151
10 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3792151 The complaint Mr B complains that Standard Life Savings Limited delayed a request to transfer his pension fund to another provider. What happened Mr B had a Self Invested Personal Pension (SIPP) with Standard Life. He says it took Standard Life 70 days to transfer his SIPP to a... (6 pages)View decision
