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 375119 results
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Decision Reference DRN5207164
6 Jan 2016 Woodstock Insurance Brokers Limited Not upheldInsurance (excluding PPI)Mr D is unhappy about Woodstock Insurance Brokers Limited. It was his broker for his house insurance and he feels it didn’t look after his best interests.backgroundMr D used Woodstock for a number of years but then found out it took a commission from his insurer. Mr D... (2 pages)View decision -
Decision Reference DRN4650787
6 Jan 2016 HSBC Bank plc Not upheldBanking and creditMr E feels that HSBC Bank Plc (“HSBC”) has treated him unfairly around his internet banking because he says it was accessed by a third party some time ago.backgroundMr E complains that a named third party gained access to internet accounts and particularly statemen... (2 pages)View decision -
Decision Reference DRN5583684
6 Jan 2016 Santander Consumer (UK) Plc Not upheldInsurance (excluding PPI)Mr G complains he was pressured into buying a mechanical breakdown warranty which he couldn’t cancel. He also complains that the cost of the warranty was added to the car loan, provided by Santander Consumer (UK) Plc.backgroundMr G is unhappy that the warranty has man... (3 pages)View decision -
Decision Reference DRN1999330
6 Jan 2016 Santander UK Plc Not upheldPayment protection insurance (PPI)Miss A complained about the sale of a regular premium mortgage payment protection insurance (MPPI) policy sold by Santander UK Plc.backgroundI issued the attached provisional decision in December 2015, setting out why I thought the complaint shouldn’t be upheld. And I aske... (3 pages)View decision -
Decision Reference DRN7389151
6 Jan 2016 National Westminster Bank Plc UpheldBanking and creditMr D made a loan application with National Westminster Bank Plc. The online application was approved at an interest rate of 4.9% but he later discovered the bank had increased the rate when he had to complete another application in his local branch.backgroundI set ... (2 pages)View decision -
Decision Reference DRN4910087
6 Jan 2016 AXA PPP Healthcare Limited UpheldInsurance (excluding PPI)Mr T on behalf of Mrs T has complained that AXA PPP Healthcare Limited has unfairly refused to pay Mrs T’s claim on their private medical insurance policy. backgroundIn February 2015, Mr T made a claim on his wife’s behalf. Mrs T suffers from atrial ectopic beats,... (2 pages)View decision -
Decision Reference DRN6525104
6 Jan 2016 Close Brothers Limited Not upheldBanking and creditMr R complains that the car he acquired via a conditional sale agreement with Close Brothers Limited (the business) was not of satisfactory quality. He also complains that the car was misrepresented as the car had been written off in 2009 and the mileage had been altere... (4 pages)View decision -
Decision Reference DRN8757905
6 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc acted illegally when it refused to return just under £1,000 of tax credits overpaid by Her Majesty’s Revenue and Customs (“HMRC”).backgroundMr B had personal account and business accounts with NatWest. Towards the en... (3 pages)View decision -
Decision Reference DRN7512068
6 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc made a mistake when it changed his student account to a standard current account. Mr S wants the bank to refund charges and interest and amend his credit file. Mr S is also concerned about the bank’s handling of his complaint. ... (3 pages)View decision -
Decision Reference DRN3785234
6 Jan 2016 BMW Financial Services (GB) Limited Not upheldBanking and creditMr M complains that BMW Financial Services (GB) Limited (trading as Alphera) treated him unfairly when he fell behind with payments under a hire purchase agreement for a car, failed to communicate properly with him and failed to return personal possessions after the c... (3 pages)View decision
