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 DRN2633924
18 Jan 2016 HSBC Bank plc UpheldInvestment and pensionsMr and Mrs E complain that HSBC Bank plc made it a condition of their mortgage that they take out two life policies. They didn’t want or need the cover. backgroundIn 2002, Mr and Mrs E took out a repayment mortgage with HSBC. They also both started single-life dec... (2 pages)View decision -
Decision Reference DRN6276096
18 Jan 2016 Barclays Bank Plc UpheldInsurance (excluding PPI)Mr P complains Barclays Bank Plc (Barclays) mis-sold him a critical illness policy when he approached it to discuss a pension in 1994.backgroundThe background and circumstances of this complaint are set out within my provisional decision of 15 December 2015. A copy of t... (3 pages)View decision -
Decision Reference DRN0487877
18 Jan 2016 GE Money Home Lending Limited Not upheldBanking and creditMr and Mrs H complain that GE Money Home Lending Limited didn’t properly assess affordability and suitability when it gave them a mortgage.To resolve this complaint they’d like their mortgage to be more affordable for them.backgroundIn 2006, Mr and Mrs H took out ... (2 pages)View decision -
Decision Reference DRN3768282
18 Jan 2016 Firstplus Financial Group Plc Not upheldBanking and creditMr and Mrs P complain that Firstplus Financial Group Plc (“Firstplus”) refused to allow them a shortfall agreement on a secured loan. They feel that this caused the sale of their home to fall through and their financial circumstances to deteriorate still further.backg... (3 pages)View decision -
Decision Reference DRN5813282
18 Jan 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs W says that Bank of Scotland plc (BoS) mis-sold her mortgage payment protection insurance (PPI).backgroundMrs W took out a mortgage with BoS in 2001. At the same time she bought monthly premium PPI to cover her repayments if she’d been unable to work.Mrs W told ... (2 pages)View decision -
Decision Reference DRN7726449
18 Jan 2016 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)This complaint concerns a monthly premium ‘Overdraft Loanguard’ policy sold in 2002. Mr and Mrs P say The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundI issued my provisional decision in December 2015. In my provisional decision I explained why I w... (2 pages)View decision -
Decision Reference DRN5513219
18 Jan 2016 Loans.co.uk Ltd Not upheldBanking and creditMr and Mrs H complain that Loans.co.uk Ltd mis-sold them a mortgage.backgroundLoans.co.uk acts as a credit broker. Its role is to process information and look for mortgages that match borrowers’ criteria. It finds a lender willing to lend at a good rate. It then pass... (1 page)View decision -
Decision Reference DRN9149239
18 Jan 2016 Red Sands Insurance Company (Europe) Limited UpheldInsurance (excluding PPI)This complaint arises from Mrs C’s cancellation of her mechanical breakdown warranty insurance. She’s upset because the insurer—Red Sands Insurance Company (Europe) Limited—didn’t allow her a proportionate premium refund; and also threatened legal action against her to recover ... (3 pages)View decision -
Decision Reference DRN9513238
18 Jan 2016 Zurich Assurance Ltd UpheldInvestment and pensionsMr and Mrs B are complaining about Zurich Assurance Ltd because they say they didn’t know their life insurance policy had been set up as it’s been sending details to the wrong address. Because they didn’t think the policy was in place, they say they took another elsew... (2 pages)View decision -
Decision Reference DRN0892107
18 Jan 2016 HSBC Bank plc Not upheldBanking and creditMr R complained that HSBC Bank Plc took too long to open his account. He wanted more compensation.backgroundMr R applied for an online bank account with HSBC in late September 2015. The bank asked for further documents in early October, and Mr R complained about delay... (2 pages)View decision
