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 DRN0182175
19 Jan 2016 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms H has complained about the way AXA Insurance UK Plc handled her travel claim and for flying her back home when she wasn’t well enough to travel.All references to AXA include its agents.backgroundMs H injured her knee while she was away on holiday. The following ... (4 pages)View decision -
Decision Reference DRN9850929
19 Jan 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs P complain that Bank of Scotland Plc (trading at the time of sale as Halifax) mis-sold them a mortgage payment protection insurance (“MPPI”) policy.backgroundMr and Mrs P bought a regular premium MPPI policy in 1997 to protect their mortgage repayments agains... (2 pages)View decision -
Decision Reference DRN2275354
19 Jan 2016 HSBC Bank plc Not upheldBanking and creditMrs A complains that HSBC Bank plc closed her account even though she’d cancelled her request to switch the account away from it.backgroundMrs A had an account with HSBC. She decided to move her account to another bank. She asked the other bank to start the account-swi... (2 pages)View decision -
Decision Reference DRN0736014
19 Jan 2016 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs B says Lloyds Bank PLC mis-sold her a payment protection insurance (PPI) policy.background Mrs B bought the policy in 1998 at the same time as taking out a loan (ending *2902). The loan included an amount to pay for the policy.Mrs B complained to Lloyds that she ... (3 pages)View decision -
Decision Reference DRN6956139
19 Jan 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr D complains that The Royal Bank of Scotland Plc (RBS) unfairly declined a payment from his account and then cancelled his debit card.background In September 2015, Mr D tried to pay his mortgage over the phone using his debit card. But the payment was declined bec... (2 pages)View decision -
Decision Reference DRN3404624
19 Jan 2016 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G complain that Lloyds Bank plc will not reimburse them for money that they lost when a cheque was returned unpaid. backgroundMrs G deposited a cheque for £4,000 into their account in early July 2015. The cheque was returned unpaid a few days later bu... (1 page)View decision -
Decision Reference DRN0409611
19 Jan 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs R say Bank of Scotland Plc (trading as Halifax) mis-sold them a mortgage payment protection insurance (MPPI) policy.backgroundThis complaint is about a monthly premium MPPI policy taken out in 2002. The policy was linked to a mortgage and was taken out during... (2 pages)View decision -
Decision Reference DRN6392039
19 Jan 2016 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr B has complained that Covea Insurance plc has tried to get out of settling his claim, made on his home insurance policy, and that the settlement it did eventually make unfairly ignored some items.backgroundMr B has more than one house. His daughter lives in house A... (3 pages)View decision -
Decision Reference DRN5159010
19 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMr A complains that his online banking has been restricted by Bank of Scotland plc, trading as Halifax.backgroundMr A was concerned about possible fraudulent access to his online banking in August 2015. So he contacted Halifax. It reset his security details and sent h... (1 page)View decision -
Decision Reference DRN4952664
19 Jan 2016 Tesco Personal Finance PLC Not upheldBanking and creditMr S complains that Tesco Personal Finance PLC, trading as Tesco Bank, will not refund to him any of the money that he paid for a holiday. His complaint is made against Tesco Bank under section 75 of the Consumer Credit Act 1974. backgroundMr S used his Tesco Bank c... (2 pages)View decision
