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 DRN6535708
14 Jan 2016 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Mr D is unhappy that AXA PPP Healthcare Limited has told him it will no longer be paying for the treatment he has been having for a skin condition. He thinks AXA is wrong in deciding that his condition is chronic and for applying a special condition to his polic... (3 pages)View decision -
Decision Reference DRN1285042
14 Jan 2016 Bank of Scotland Plc UpheldBanking and creditMr M complains about Bank of Scotland Plc. There are a number of aspects to his complaint but in essence, Mr M complains that: Bank of Scotland acted irresponsibly when it granted him a personal loan in 2008; Bank of Scotland did not help him when he told the bank ... (3 pages)View decision -
Decision Reference DRN9118902
14 Jan 2016 BUPA Insurance Limited UpheldInsurance (excluding PPI)Mr K has complained about BUPA Insurance Limited’s administration of his private medical insurance policy and its handling of his complaint about this.background Mr K held a private medical insurance policy with BUPA. It renewed in October each year.In 2011, BUPA wr... (3 pages)View decision -
Decision Reference DRN1005382
14 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMr B says he agreed to set up repayment plans on two accounts he had with Bank of Scotland plc (trading as Halifax) which included stopping charges for his overdraft. But this wasn’t done and he’s unhappy he continued to be charged. backgroundFollowing a previous c... (2 pages)View decision -
Decision Reference DRN2862956
14 Jan 2016 Santander UK Plc UpheldBanking and creditMr S complains that Santander UK Plc has held him responsible for transactions that he says he didn’t make or authorise.backgroundMr S was abroad, on holiday with friends, when the transactions took place. The total value of the transactions was nearly £1600, and t... (2 pages)View decision -
Decision Reference DRN5817900
14 Jan 2016 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs B complain that Nationwide Building Society mis-sold payment protection insurance (‘PPI’) when they took various personal loans with them. I can see that Mr and Mrs B bought several PPI policies. To be clear, my decision relates to the policies sold along... (3 pages)View decision -
Decision Reference DRN1343693
14 Jan 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss B’s complaint is about the handling of her legal expenses insurance claim by Aviva Insurance Limited.All references to Aviva include its claims handlers.backgroundI issued a provisional decision on this matter in December 2015, part of which is copied below:“In Nove... (4 pages)View decision -
Decision Reference DRN5852576
14 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs J complain National Westminster Bank Plc (NatWest) mis-sold an Advantage Gold packaged account to Mrs J in 2002. Mr J was added to the account in 2004. They paid a monthly fee for the account which offered several benefits in return.backgroundOne of our a... (3 pages)View decision -
Decision Reference DRN3419785
14 Jan 2016 H2O Markets Limited Not upheldInvestment and pensionsMr A has said that H2O Markets Limited (H2O) told him that his account was projected to achieve a profit of more than 30%. He has however suffered a loss of 95%. backgroundMr A opened an advisory CFD trading account with H2O in 2014. He has previously held similar t... (2 pages)View decision -
Decision Reference DRN5691446
14 Jan 2016 Bank of Scotland Plc UpheldBanking and creditMiss R complains about the way Bank of Scotland plc, trading as Halifax, handled her mortgage account when the Department for Work and Pensions (“DWP”) temporarily stopped its contributions. backgroundIn 2015 Miss R’s DWP contributions towards her mortgage repayments st... (2 pages)View decision
