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 381196 results
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Decision Reference DRN9271949
8 Mar 2016 Canada Square Operations Limited Not upheldPayment protection insurance (PPI)Ms A says Canada Square Operations Limited (“Canada Square”) mis-sold her a payment protection insurance (“PPI”) policy.backgroundMs A bought the policy in 2001 at the same time as taking out an Egg credit card.I issued my provisional decision in January 2015.I said tha... (2 pages)View decision -
Decision Reference DRN7539952
8 Mar 2016 Yorkshire Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs T complain that Chelsea Building Society mis-sold them a mortgage payment protection insurance (“MPPI”) policy.They feel they didn’t need it and were pressured into buying it.YBS Building Society has taken responsibility for this sale, so I have referred ... (2 pages)View decision -
Decision Reference DRN0084195
8 Mar 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs L’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 February 2016, part of which is copied below:“In June ... (6 pages)View decision -
Decision Reference DRN0157447
8 Mar 2016 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr L has complained that Amtrust Europe Ltd (Amtrust) hasn’t paid a claim under his travel insurance policy for stolen belongings and money. All references to Amtrust include its agents. backgroundMr L was travelling abroad. He says when he arrived at the airport aft... (3 pages)View decision -
Decision Reference DRN5387611
8 Mar 2016 National Westminster Bank Plc Not upheldInvestment and pensionsMr A complains National Westminster Bank Plc (Nat West) told him his proposed term insurance policy included accident and injury cover, but he discovered this wasn’t true when he made a claim. He also says one of its advisors misled him that his claim would be uphe... (2 pages)View decision -
Decision Reference DRN9112528
8 Mar 2016 Aviva Insurance Limited Not upheldPayment protection insurance (PPI)Mr A complains that Aviva Insurance Limited (“Aviva”) mis-sold him mortgage payment protection insurance (“PPI”).backgroundMr A applied for a PPI policy in August 1998. The policy cost £26.21 and would’ve paid a monthly benefit of £528 for up to 12 months if Mr A beca... (2 pages)View decision -
Decision Reference DRN7483366
8 Mar 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs T have complained that Bank of Scotland plc (“BoS”) mis-sold them a payment protection insurance (“PPI”) policy in 1991 when they took out a mortgage. The insurance would have protected their mortgage payments if Mr and Mrs T had been unable to work because... (2 pages)View decision -
Decision Reference DRN0741229
8 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditThis complaint is about Mr and Mrs W’s mortgage with Lloyds Bank PLC (trading as Cheltenham and Gloucester) (“C&G”) Mr and Mrs W feel they weren’t given good advice. They’re particularly concerned that it wasn’t made clear to them that their monthly mortgage repay... (2 pages)View decision -
Decision Reference DRN4657385
8 Mar 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr B has complained about Be Wiser Insurance Services Ltd. He isn’t happy that he didn’t receive a refund in premium following a claim on his motor insurance policy. He is also unhappy that it won’t refund his own legal costs.backgroundMr B made a claim under his po... (2 pages)View decision -
Decision Reference DRN8223888
8 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr T has complained that he was mis-sold a packaged bank account by Bank of Scotland plc, trading as Halifax (“Halifax”).backgroundThe background to this complaint was set out in my provisional decision in January 2016. A copy of this is attached and forms part of thi... (4 pages)View decision
