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 4569 results
-
Decision Reference DRN9939214
14 May 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr O complains of numerous failings by his mortgagee The Royal Bank of Scotland Plc in connection with a new mortgage and a transfer of the security from his sole name into the joint names of himself and his wife.To resolve his complaint he wants RBS to pay £2,038 for the fees of his solic... (6 pages)View decision -
Decision Reference DRN-3506496
31 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3506496 The complaint Mr K complains that HSBC UK Bank Plc failed to prevent an unidentified third party from impersonating him and allowed them to open an account in his name. What happened Mr K noticed a second current account had been added to his banking profile and contacted HSBC ... (4 pages)View decision -
Decision Reference DRN-2770535
15 Dec 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2770535 The complaint Ms S has complained that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) allowed her to enter into a hire purchase agreement to acquire a car. What happened In July 2019 Ms S acquired a car under a hire purchase agreement with BMW... (5 pages)View decision -
Decision Reference DRN-4513670
15 Dec 2023 U K Insurance Limited UpheldInsuranceDRN-4513670 The complaint Mr A complains that the offer UK Insurance Limited, trading as Direct Line (‘Direct Line’), made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was damaged in an accident. He held a fully comprehensive motor insurance polic... (3 pages)View decision -
Decision Reference DRN-1606227
26 May 2020 Nationwide Building Society Not upheldMortgagesDRN-1606227The complaintMr B’s complaint is that he believes Nationwide Building Society has lost copies of his passport and bank statement which were taken when he applied for a mortgage. Mr B is concerned that these copy documents, if found, could be used to steal his identity. Mr B is a... (3 pages)View decision -
Decision Reference DRN0744245
25 Nov 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S complains about the rejection of his travel claim by AXA Insurance UK Plc. backgroundMr S was burgled whilst on holiday, he claimed for some currency and a computing device. AXA asked for proof that he owned the device, and evidence of the source of the curren... (1 page)View decision -
Decision Reference DRN6258277
4 Jun 2019 Adrian Flux Insurance Services Group Not upheldInsurance (excluding PPI)Mr M complains about the way Adrian Flux Insurance Services Group administered his motorbike insurance policy, leading to its cancellation by the insurer.backgroundMr M used a price comparison website to search for a policy. He was asked if he knew the bike’s regist... (2 pages)View decision -
Decision Reference DRN-3751161
9 Nov 2022 The New India Assurance Company Limited Not upheldInsuranceDRN-3751161 The complaint G’s complaint is about claim on its New India Assurance Company Limited Care Homes Policy. G says the policy should have engaged when the Care Quality Commission issued a notice proposing to cancel its license. G is helped by a representative in this complaint, bu... (3 pages)View decision -
Decision Reference DRN-3087403
12 Oct 2021 Haven Insurance Company Limited UpheldInsuranceDRN-3087403 The complaint Mr A complains about how Haven Insurance Company Limited handled a claim on his commercial vehicle insurance policy. What happened Haven were contacted by a third party insurer about an incident. It was told Mr A had driven into the back of another car and caused ... (2 pages)View decision -
Decision Reference DRN2452623
18 Sep 2018 Equifax Limited UpheldBanking and creditMrs B complains that Equifax Limited didn’t protect her personal details.backgroundEquifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mrs B’s name, date of birth and phone number. Equifax accepted that Mrs B could be exposed to col... (3 pages)View decision
