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
-
Decision Reference DRN9935622
8 Oct 2015 esure Insurance Limited UpheldInsurance (excluding PPI)Mrs K has complained that esure Insurance Limited made a mistake with how it dealt with a claim on her motor insurance policy. Mrs K is represented by her relative, Mr K.backgroundMrs K says that a bus hit her car while it was parked. She reported the incident to... (2 pages)View decision -
Decision Reference DRN8170772
8 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMr P complains that Bank of Scotland Plc trading as Halifax (“Halifax”) didn’t treat him fairly or reasonably following his wife’s death and in giving him information about how to move their joint mortgage into his sole name and get a new product. He wants matters p... (2 pages)View decision -
Decision Reference DRN7982834
9 Jun 2016 National Westminster Bank Plc UpheldBanking and creditMr P complains that National Westminster Bank Plc has registered his credit card for the ‘Verified by Visa’ security system without his knowledge and so prevented him from making an online payment with his card. background Mr P says that he tried to make a payment onli... (2 pages)View decision -
Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN-1601093
26 Feb 2020 NewDay Ltd Not upheldConsumer CreditDRN-1601093 The complaintMrs A complains about credit searches carried out on her by NewDay Ltd. What happenedMrs A has been represented in making this complaint by her mother, also Mrs A, who I'll refer to as Mrs A senior. After accessing her credit reference record, Mrs A became awa... (3 pages)View decision -
Decision Reference DRN-3361327
18 Mar 2022 Black Horse Limited Not upheldConsumer CreditPage 1 of 3The complaint Mr D complains that the vehicle that he acquired in 2017 through a hire purchase agreement with Black Horse Limited (“Black Horse”) was misrepresented to him as being a campervan. He now realises that on the logbook it says it is a “van with windows” and is unhappy... (3 pages)View decision -
Decision Reference DRN5046609
29 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaintMr and Mrs P have complained that after setting up their Family SunTrust, Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) withdrew an important facility of the scheme - the non-proportionate allocation of investment growth facility.... (6 pages)View decision -
Decision Reference DRN5960481
3 Jun 2015 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mrs E complains that Allianz Insurance plc mishandled a third party’s claim against her motor insurance policy.backgroundA third party told Allianz that Mrs E’s vehicle had caused damage to his. Mrs E said she had not been involved. She complained after Allianz dec... (2 pages)View decision -
Decision Reference DRN3974555
29 Nov 2018 NewDay Ltd UpheldBanking and creditMrs P complains about the service she’s received from NewDay Ltd (“ND”) in relation to her credit card account.background Mrs P says she received a phone call from a third party business that I’ll call Business A, during which she agreed to buy three web addresses ... (2 pages)View decision -
Decision Reference DRN9442212
9 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr H complains that Bank of Scotland plc (trading as Halifax) is unfairly holding him liable for a credit card debt and has wrongly registered adverse information on his credit file.background Mr H contacted Halifax to update the address on his credit card account. He says that, even ... (2 pages)View decision
