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 DRN1480568
15 Jan 2016 The Royal Bank of Scotland Plc UpheldInvestment and pensionsMr S complains about the redress offered by The Royal Bank of Scotland Plc for the reviewable whole of life policy it mis-sold to him. He says: The redress was based on a 25 year level term assurance policy. It assumed Mr S wouldn’t need life cover after 2019. I... (3 pages)View decision -
Decision Reference DRN9573003
15 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss L complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency policy.backgroundMiss L had a problem with her boiler. She called British Gas to request a visit from an engineer, but British Gas didn’t arra... (2 pages)View decision -
Decision Reference DRN8235720
15 Jan 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr B has complained that Capital One (Europe) plc mis-sold him a payment protection insurance (PPI) policy. backgroundIn 2004 Mr B took out a credit card with Capital One. When he called to activate his credit card he was sold a PPI policy. Initially Capital One didn’t ... (2 pages)View decision -
Decision Reference DRN6733040
15 Jan 2016 Arthur J. Gallagher (UK) Ltd Not upheldInsurance (excluding PPI)Mr F has complained about Arthur J. Gallagher (UK) Ltd (AJG). He isn’t happy that a claim under his motor insurance was turned down.background Mr F insured a bus, that he used for private hire, through AJG. He says that he disclosed all relevant detail about the use... (2 pages)View decision -
Decision Reference DRN9979111
15 Jan 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs K complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled the claim for water damage that they made under their Home insurance.backgroundNearly three months after the policy started, Mr and Mrs K reported that there had been an escape of ... (2 pages)View decision -
Decision Reference DRN3398703
15 Jan 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance (PPI) policy taken out with a secured loan. Mr and Mrs S say Bank of Scotland plc, trading at the time as Halifax, mis-sold this policy because it wasn’t properly explained to them and it was... (2 pages)View decision -
Decision Reference DRN0479736
15 Jan 2016 Capital One (Europe) plc Not upheldBanking and creditMr B complains that Capital One (Europe) plc wrongly left a high credit limit on his credit card account when he was no longer using it and paying off the outstanding balance. He says that this prevented him from getting credit facilities and lower rate borrowing e... (2 pages)View decision -
Decision Reference DRN7380606
15 Jan 2016 National Westminster Bank Plc UpheldBanking and creditMrs F complains that National Westminster Bank Plc did not give her appropriate help and support when she had financial difficulties. She also complains that it put incorrect default information on her credit file, and that its recovery agents wrongly sent letters dem... (2 pages)View decision -
Decision Reference DRN5934138
15 Jan 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs D complains about the charges One Call Insurance Services Limited imposed for its ‘free’ breakdown service included in her car insurance policy.backgroundUnder the terms of the policy, the breakdown service covers the call out charge and one hour’s roadside assistance ... (2 pages)View decision -
Decision Reference DRN2881249
15 Jan 2016 State Bank of India Not upheldBanking and creditMr K and Mrs B complain that a number of withdrawals were made from Mr K’s account when he was working and had the card with him. Mr K wants the State Bank of India (SBI) to refund the money to the account. Although the complaint is in both names, only Mr K is ... (3 pages)View decision
