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 4777 results
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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 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 DRN7329023
9 May 2016 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs L complains that BMW Financial Services(GB) Limited (the business) has treated her badly. She complains it wrongly issued her with default notices and late payment letters and terminated her hire purchase agreement (HPA).backgroundMrs L entered into a HPA with the ... (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 -
Decision Reference DRN0191988
11 Sep 2019 Insurance Factory Ltd Not upheldInsurance (excluding PPI)Mr L complains that Insurance Factory Limited (IFL) didn’t give him the correct proof that hiscar was insured. This led to his car being seized by the Police, causing him stress andleaving him out of pocket.backgroundI set out the background to this complaint and my initial findings in my ... (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 DRN-4561696
5 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4561696 The complaint Mr P has complained about the poor service he received and delay when he sought assistance under the breakdown section of his car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr P was travelling in his car with his wife, their baby an... (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