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 4282 results
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Decision Reference DRN-1865415
17 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-1865415 The complaint Mr and Mrs M have complained that Bank of Scotland plc (trading as Birmingham Midshires and referred to here as BM) wrongly allowed an unknown third party to change the address on one of their mortgage accounts. This has had an impact on Mr and Mrs M’s credit file... (3 pages)View decision -
Decision Reference DRN-3766019
21 Oct 2022 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3766019 The complaint Mr B complains that Berkshire Hathaway International Insurance Ltd (“BHI”) unfairly cancelled his motor insurance policy. Where I refer to BHI, I refer to the above-named company and I include the intermediary and others insofar as I hold BHI responsible for their... (3 pages)View decision -
Decision Reference DRN3808199
17 Oct 2014 GE Money Home Lending Limited Not upheldBanking and creditMr and Ms T make a number of complaints about the administration of their mortgage GE Money Home Lending Limited (‘GEMHL’)backgroundIn 2007 Mr and Ms T took out an interest-only mortgage with GEMHL. They fell into arrears and GEMHL started legal proceedings for possession through GE Mo... (2 pages)View decision -
Decision Reference DRN7439682
7 Aug 2013 Santander UK Plc Not upheldPayment protection insurance (PPI)This complaint is about a loan, and the payment protection insurance (PPI) policy taken out to protect it. Mr and Mrs R complain about the way Santander UK Plc dealt with them when they fell behind with the repayments after Mrs R lost her job. They are particularly unhappy that Santand... (3 pages)View decision -
Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN6547496
14 Jan 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr J’s complaint, in summary, is that Alliance Trust Savings Limited did not give him the option to transfer his holdings free of charge after it introduced a regular administration fee.backgroundIn early 2012 BNP Paribas, which was managing and administering Mr J’s account, dec... (3 pages)View decision -
Decision Reference DRN-1550826
1 Jul 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-1550826 The complaintMr H complains that Liverpool Victoria Insurance Company Limited (LV) declined a claim for the theft of his vehicle. Mr H is represented in this case by Ms N. But, for ease, where I’ve referred to Mr H, this includes Ms N. What happenedIn July 2018 Mr H’s vehicle –... (3 pages)View decision -
Decision Reference DRN0732194
9 Jul 2014 CIS General Insurance Limited UpheldInsurance (excluding PPI)Mrs Y complains that CIS General Insurance Limited (“CIS”) cancelled her motor insurance policy without due notice, leading to the named driver insured under it being prosecuted for driving uninsured.backgroundThe background to this complaint was set out in my provisional decision of 3 ... (3 pages)View decision -
Decision Reference DRN3556296
25 May 2016 Close Brothers Limited Not upheldBanking and creditMr H complains that Close Brothers Limited did not allow him to cancel his conditional sale agreement after the car he acquired was not fit for purpose. He says because of this he felt pressured into accepting a replacement car which also had issues. He complains tha... (3 pages)View decision -
Decision Reference DRN-1628015
19 Jun 2020 Secure Trust Bank Plc UpheldConsumer CreditThe complaint Miss J’s complaint is about a finance agreement she has with Secure Trust Bank plc (“Secure Trust”), trading as Moneyway. She says they didn’t advise her they had problems with the vehicle ownership registration. The details of this complaint are well known to both parties so... (2 pages)View decision
