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 DRN9831822
14 Jan 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss R’s unhappy that Aviva Insurance Limited applied a £250 non approved repairer excess for using her own garage rather than its approved repairer in a claim on her motor insurance policy. backgroundMiss R had an accident. She wanted the car repaired by a manufactu... (2 pages)View decision -
Decision Reference DRN7013470
14 Jan 2016 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Ms N has complained that Lloyds Bank PLC mis-sold her PPI.backgroundI issued my provisional decision (which is attached to, and forms part of, this final decision), in October 2015.In my provisional decision I explained why I didn’t think Ms N’s complaint should be uphe... (3 pages)View decision -
Decision Reference DRN1109871
14 Jan 2016 Nationwide Building Society Not upheldBanking and creditMr A complains about the service he has received from Nationwide Building Society. He says the society made mistakes in paying him compensation for an earlier complaint, and this caused him distress and significant inconvenience. He wants compensation.backgroundNationwi... (2 pages)View decision -
Decision Reference DRN4860023
14 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMrs S complains that when Bank of Scotland plc, trading as Intelligent Finance (“IF”), re-possessed her property it sold it under value. She also says that her mortgage was mis-sold and the final loan amount upon sale was wrong.backgroundIn 2013 IF re-possessed Mrs S’s... (2 pages)View decision -
Decision Reference DRN1541464
14 Jan 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that Ageas Insurance Limited settled a claim made against his motor insurance policy as 50/50 spilt liability. He wants it to remove record of the fault claim, reinstate his no claims discount (NCD), refund any difference in premium he has paid and re... (2 pages)View decision -
Decision Reference DRN7024260
14 Jan 2016 Positive Solutions (Financial Services) Limited Not upheldInvestment and pensionsMr D has complained that Positive Solutions (Financial Services) Limited (“Positive Solutions”) failed to give the service he expected. The adviser did not move his funds into more suitable investments at the appropriate time.backgroundMr D’s wife has brought an iden... (3 pages)View decision -
Decision Reference DRN7760053
14 Jan 2016 Positive Solutions (Financial Services) Limited Not upheldInvestment and pensionsMrs D has complained that Positive Solutions (Financial Services) Limited (“Positive Solutions”) failed to give the service she expected. The adviser did not move her funds into more suitable investments at the appropriate time.backgroundMrs D’s husband has brought an... (3 pages)View decision -
Decision Reference DRN1037444
14 Jan 2016 Solid F UpheldInsurance (excluding PPI)Mrs and Mr H have complained that Solid Försäkringar AB has refused their claim under their travel insurance policy.backgroundMrs and Mr H flew to Majorca where they were due to join a cruise-ship. But before boarding the ship a thief stole their bag with their pass... (2 pages)View decision -
Decision Reference DRN1624570
14 Jan 2016 Vanquis Bank Limited Not upheldBanking and creditMiss M complains that Vanquis Bank Limited (“Vanquis”) mis-sold her a Repayment Option Plan (“ROP”) when she applied for a credit card in November 2011. Miss M would like the charges she paid for the ROP to be refunded. backgroundThe adjudicator did not consider the c... (2 pages)View decision -
Decision Reference DRN0632510
14 Jan 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr A’s son has complained about AXA Insurance UK Plc’s (AXA) delay in providing cover for Mr A’s claim under his travel insurance policy and also about the way it handled the claim.All references to AXA include its agents.backgroundMr A was away on holiday when he ... (3 pages)View decision
