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 4373 results
-
Decision Reference DRN-2612788
19 Feb 2021 AXA Insurance UK Plc UpheldInsuranceDRN-2612788 The complaint Mr V complains that AXA Insurance UK Plc (AXA) has poorly handled his motor insurance claim. What happened Following a road traffic accident AXA failed to collect Mr V’s vehicle which had been recovered by the police. As a result, it was prematurely disposed of wi... (6 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 DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 pages)View decision -
Decision Reference DRN5771014
18 Sep 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss P has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold her a packaged bank account, which provided a range of benefits in return for a monthly fee. Miss P says she only agreed to open a basic fee-free account and has since discovered that she ... (3 pages)View decision -
Decision Reference DRN-4254282
8 Sep 2023 Covea Insurance plc Not upheldInsuranceDRN-4254282 The complaint Mr E complains that Covea Insurance Plc unfairly declined a claim he made against his home insurance contents cover after his furniture was stolen by a bogus buyer. What happened Mr E said he’d put his dining table and chairs up for sale on an on-line platform for... (3 pages)View decision -
Decision Reference DRN-1730571
26 Jun 2020 Covea Insurance plc Not upheldInsuranceDRN-1730571The complaintMr N complains that Covea Insurance Plc (Covea) made a series of administrative errors in relation to his car insurance policy. What happenedIn January 2019 Mr N’s vehicle was hit by a third party while unattended outside of his home. He registered the claim with hi... (3 pages)View decision -
Decision Reference DRN0094225
26 Feb 2015 Allen Ford (UK) Limited Not upheldBanking and creditMrs G complains that Allen Ford (UK) Limited misled her about a Personal Contract Purchase (‘PCP’) agreement she entered into. She also says that the deposit she paid was too high and that she was charged for road tax in error.backgroundMrs G says that Allen Ford led her to believe that... (3 pages)View decision -
Decision Reference DRN0138001
20 Feb 2019 Virgin Money plc Not upheldBanking and creditMr K complained about the solicitors provided by Virgin Money plc for his remortgage. The solicitors told him there was a problem with a pipe across his land, so they couldn’t do the work for free, and he’d have to pay for his own solicitor. Mr K says the pipe w... (3 pages)View decision -
Decision Reference DRN1989727
19 May 2017 Loans 2 Go Limited UpheldBanking and creditMr and Mrs R complain that Loans 2 Go Limited (the business) is charging them a large amount for a loan that Mr R had repaid.backgroundMr and Mrs R had a loan with the business which they were repaying. They were contacted about making a final payment and Mr R paid ... (3 pages)View decision -
Decision Reference DRN8025524
12 Jan 2016 BUPA Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T have complained that BUPA Insurance Limited failed to let them know in advance that making a claim under their group private medical insurance policy would cause them to lose their entitlement to a discount on their premiums.backgroundMr and Mrs T were m... (2 pages)View decision
