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 666 results
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Decision Reference DRN4704915
19 May 2014 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (PPI) policy taken out in July 1996 in connection with a joint mortgage. Mr and Mrs T complain that they were mis-sold the policy by Bank of Scotland plc (“Bank of Scotland”).backgroundMr and Mrs T applied for a mo... (3 pages)View decision -
Decision Reference DRN4304003
15 Jul 2016 Cheltenham & Gloucester plc Not upheldPayment protection insurance (PPI)Mr J says Cheltenham & Gloucester Plc (“C&G”) mis-sold him a mortgage payment protection insurance (“MPPI”) policy.backgroundThis complaint is about a monthly premium MPPI policy taken out with a mortgage in 2003. Mr J accepts that he had a C&G mortgage but... (2 pages)View decision -
Decision Reference DRN7200126
5 Jan 2017 Cheltenham & Gloucester plc Not upheldPayment protection insurance (PPI)Mr D and Miss S say Cheltenham & Gloucester Plc (‘C&G) mis-sold them a mortgage payment protection insurance (‘MPPI’) policy.backgroundMr D and Miss S took out an MPPI policy with a mortgage in 2008. They paid a monthly amount for the policy. The policy was in ... (2 pages)View decision -
Decision Reference DRN2970150
21 Jun 2019 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)This final decision is issued by me, Carole Clark, an Ombudsman with the Financial Ombudsman Service.My provisional decision from April 2019 explained that I was minded not to uphold Mr S’s complaint, subject to any further evidence and representations submitted by the pa... (24 pages)View decision -
Decision Reference DRN5290074
22 Apr 2013 Lloyds TSB Bank Plc Not upheldInvestment and pensionsMr and Mrs D have complained that they effected a decreasing term assurance (DTA) policy when arranging a mortgage because Lloyds TSB Bank Plc advised them that the mortgage would not be granted unless they also effected the DTA policy.Their complaint has been presented by Mrs D, who... (3 pages)View decision -
Decision Reference DRN3462227
5 Jun 2013 Bank of Scotland Plc UpheldPayment protection insurance (PPI)summary and background to complaintMr and Mrs C complain that Bank of Scotland plc mis-sold them a Payment Protection Insurance (“PPI”) policy in connection with a loan in 2001.I have attached my provisional decision, dated 12 April 2013, which forms part of this final decision. In my p... (4 pages)View decision -
Decision Reference DRN4856732
24 Apr 2013 Lloyds TSB Bank Plc Not upheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance policy (‘PPI’) sold in conjunction with a loan to buy a car in 2006. Mr D (who is represented by a claims management company) says he was not provided with clear information about the policy and, as it did not serve ... (2 pages)View decision -
Decision Reference DRN1021882
16 Jan 2017 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr G says Lloyds Bank PLC trading as Lloyds TSB mis-sold him a payment protection insurance (PPI) policy. Mr G is represented by a Claims Management Company (CMC). backgroundMr G bought the policy in 2000 at the same time as taking out a credit card. Our adjudicator did... (2 pages)View decision -
Decision Reference DRN9866039
6 Nov 2013 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)This complaint is about a regular (monthly) premium payment protection insurance (PPI) policy taken out in connection with a credit card. Mr C says that Lloyds Bank Plc (Lloyds) mis-sold the policy. backgroundMr C applied for and obtained a credit card from Lloyds in 1998 (this was at t... (3 pages)View decision -
Decision Reference DRN1188242
3 Jul 2014 Cheltenham & Gloucester plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium mortgage payment protection insurance (MPPI) policy taken out in conjunction with a mortgage in 2002. Mr and Mrs H say the MPPI policy was mis-sold by Cheltenham & Gloucester Plc (‘C&G’). The policy had a benefit split of 60:40... (3 pages)View decision