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 369228 results
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Decision Reference DRN-5112268
20 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5112268 The complaint Miss G complains that U K Insurance Limited unfairly cancelled her van insurance policy. What happened Miss G had a van that she used for her business. She had it insured with UKI. Miss G agreed to pay the premium by instalments on direct debit (“DD”) from her... (3 pages)View decision -
Decision Reference DRN-5025580
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5025580 The complaint Mrs G is unhappy that Aviva Insurance Limited has declined a claim she made on her private medical insurance policy. What happened Mrs G is a member of a group private medical insurance policy. She joined the scheme in 2019 and was asked to complete some questi... (3 pages)View decision -
Decision Reference DRN-5081827
20 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5081827 Complaint Mr T is unhappy that Barclays Bank UK Plc didn’t reimburse him when he told it he’d fallen victim to a scam. Background In 2017, Mr T entered into an investment agreement with a company I’ll refer to as H. He did so following a suggestion from another person who he... (2 pages)View decision -
Decision Reference DRN-4723855
20 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4723855 The complaint Miss B is complaining about the length of time it took Advantage to provide her with a courtesy car after she made a claim on her car insurance policy. What happened In April 2024 Miss B contacted Advantage to claim for damage to her car. She’s unhappy it took ... (3 pages)View decision -
Decision Reference DRN-5155661
20 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5155661 The complaint Miss C complains about the way Tesco Personal Finance PLC (‘TB’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes... (4 pages)View decision -
Decision Reference DRN-5160497
20 Nov 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5160497 The complaint Mr S is unhappy that The Royal Bank of Scotland Plc (“RBS”) cancelled a cheque that he issued. What happened On 30 September 2023, Mr S issued a cheque for £600,000 to a well-known government backed financial institution to invest in a twelve-month product off... (4 pages)View decision -
Decision Reference DRN-5121678
20 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5121678 The complaint Mr W complains about the management of the mortgage account by Topaz Finance Limited trading as Heliodor Mortgages following a shortfall sale. What happened Mr W and his former wife had a mortgage with a lender. Mrs W continued to live in the house and then it ... (2 pages)View decision -
Decision Reference DRN-4646899
20 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4646899 The complaint Mr I complains that Wise Payments Limited (“Wise”), have failed to refund money that he lost as part of a scam. What happened Mr I bought some cosmetic items online from a company that I will call B. After he made the initial payment for the items (payments 1 a... (3 pages)View decision -
Decision Reference DRN-5096318
20 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5096318 The complaint Mr P complains that a conditional sale agreement with Santander Consumer (UK) Plc was not signed by him and did not reflect the terms he agreed with the selling car dealer. What happened The matters that form this complaint involve the actions of three business... (3 pages)View decision -
Decision Reference DRN-5055939
20 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5055939 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) mishandled his refund claim for a parking fine from a local council I shall call ‘D’. What happened Mr K travelled by car to a London borough on 2 January 2024 and received a Penalty Charge N... (3 pages)View decision
