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 375868 results
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Decision Reference DRN5990213
19 Jan 2016 Bank of Scotland Plc Not upheldInvestment and pensionsMr M complains that he has lost out financially because the Anticipated Bonus Rate (ABR) Bank of Scotland Plc (BoS) recommended on his with-profits annuity was too high. backgroundMr M discussed his retirement needs with BoS in late 2004. He was going to be 65 the foll... (2 pages)View decision -
Decision Reference DRN2470545
19 Jan 2016 HSBC Bank plc Not upheldBanking and creditMr C complains HSBC Bank Plc unreasonably refused to process his direct debit indemnity claims.backgroundMr C asked HSBC to refund certain historic direct debit payments that it paid from his account. HSBC wouldn’t process the claims as it no longer held any informat... (2 pages)View decision -
Decision Reference DRN8229148
19 Jan 2016 FirstRand Bank Limited Not upheldBanking and creditMs L has complained that a car she acquired on finance, through FirstRand Bank Limited, isn’t of satisfactory quality.backgroundMs L entered into a finance agreement for a car. Seven months later, it developed problems. At first it was unclear what the cause was, b... (1 page)View decision -
Decision Reference DRN5775174
19 Jan 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditA limited company, T, has complained about excessive charges on a loan account with the Royal Bank of Scotland Plc (RBS).backgroundT took out a business loan with RBS but didn’t have enough funds in its account to meet the monthly repayments and standing orders. Conse... (2 pages)View decision -
Decision Reference DRN9457868
19 Jan 2016 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr C and Miss D complain that Tesco Underwriting Limited (Tesco) has delayed their claim for damage caused by a water leak.backgroundBoth parties know what’s happened in this complaint so I won’t go into much detail. In summary Tesco agreed to meet Mr C and Miss ... (2 pages)View decision -
Decision Reference DRN7856602
19 Jan 2016 RiverStone Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that RiverStone Insurance Limited has refused cover for a number of claims he made under his legal expenses policy.All references to RiverStone include its claims-handlers. backgroundMr S has legal expenses insurance cover as part of a group policy. Betw... (3 pages)View decision -
Decision Reference DRN1046657
19 Jan 2016 National Westminster Bank Plc UpheldBanking and creditMr and Mrs W complain that National Westminster Bank Plc (NatWest) started charging a fee for their account, when it had agreed not to.backgroundMr and Mrs W hold a Gold Plus account with NatWest, which had a free overdraft facility and charge card linked to it. In ... (2 pages)View decision -
Decision Reference DRN2288571
19 Jan 2016 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that Legal & General Insurance Limited (“Legal & General”) won’t pay under their buildings and contents insurance policy to repair damage caused by a water leak in their house.backgroundMr and Mrs M said they had a leak in their kitchen... (2 pages)View decision -
Decision Reference DRN2612319
19 Jan 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs B complain that Bank of Scotland plc mis-sold them a mortgage payment protection insurance (“PPI”) policy in 2009.backgroundThe complaint was looked at by an adjudicator who didn’t think that Mr and Mrs B’s complaint should be upheld. Mr and Mrs B didn’t ... (2 pages)View decision -
Decision Reference DRN9910697
19 Jan 2016 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)Mr and Mrs Y complain that Welcome Financial Services Limited (‘Welcome’) mis-sold Mr Y payment protection insurance. backgroundIn 2004 Mr and Mrs Y arranged a hire purchase agreement to buy a car. At the same time Welcome sold Mr Y PPI. The cost of the PPI was adde... (3 pages)View decision
