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 367300 results
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Decision Reference DRN5431066
13 Oct 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained that Liverpool Victoria Insurance Company Limited (LV) disposed of his car without his permission after he claimed on his motor insurance policy for accident damage.backgroundMr S’s car was damaged in an accident. LV decided it was a “total loss”, ... (3 pages)View decision -
Decision Reference DRN4935459
13 Oct 2015 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr D complains that Zenith Insurance plc agreed to deal with a claim against his motor insurance policy. He says that he wasn’t involved in an accident. backgroundZenith told Mr D that a third party had notified it of an accident in June 2014 involving Mr D’s car. I... (2 pages)View decision -
Decision Reference DRN0906628
13 Oct 2015 Financial Insurance Company Limited UpheldPayment protection insurance (PPI)Mrs G complains that she was mis-sold payment protection insurance (‘PPI’).It’s been agreed in this case that Financial Insurance Company Limited (‘FICL’) as the insurer should accept responsibility for the complaint. To keep things simple I’ll refer to FICL in my de... (3 pages)View decision -
Decision Reference DRN1357402
13 Oct 2015 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Under the rules of the Financial Ombudsman Service, I am required to ask Ms C either to accept or reject my decision before 13 November 2015. Chantelle Hurn-Ryan ombudsman at the Financial Ombudsman ServicecomplaintMs C complains about the handling of an escape of water claim by... (2 pages)View decision -
Decision Reference DRN7033336
13 Oct 2015 Capital One (Europe) plc Not upheldBanking and creditMr S complains he’s lost money as a result of making telephone calls to Capital One (Europe) plc when he needs to check his balance. Mr S wants more compensation for the calls and because Capital One hasn’t been sending monthly statements.backgroundMr S complains that... (2 pages)View decision -
Decision Reference DRN2567715
13 Oct 2015 TSB Bank plc Not upheldBanking and creditMr F complains on behalf of his son, H, that TSB Bank plc was irresponsible when lending money to H.backgroundH opened a current account with TSB in February 2014. He was given an overdraft of £100 and a credit card with a £2,500 limit. It also granted him eight ... (2 pages)View decision -
Decision Reference DRN0336884
13 Oct 2015 The Co-operative Bank Plc Not upheldBanking and creditMs O’s complaint concerns her current account with the Co-operative Bank p.l.c. – she is unhappy about charges she’s incurred, incorrect information she received, aggressive and rude behaviour from members of staff and the closure of the account.background Ms O had a ... (2 pages)View decision -
Decision Reference DRN9133141
13 Oct 2015 Santander UK Plc Not upheldBanking and creditJ, a sole trader complains that Santander UK Plc has applied bank charges to its account. It says that these charges have caused it problems and made its financial situation worse. J is represented by its proprietor, Mrs K.backgroundMrs K says Santander has applied ... (1 page)View decision -
Decision Reference DRN5634302
13 Oct 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs P complains that Marks & Spencer Financial Services plc made errors on her credit files about her credit card account.backgroundFor a number of years Mrs P had an arrangement to pay off the debt on her credit card. In August 2011 the bank changed the entr... (2 pages)View decision -
Decision Reference DRN4251216
13 Oct 2015 Better Retirement Group Ltd Not upheldInvestment and pensionsMrs W complains that Better Retirement Group Limited (Better Retirement), formerly Annuity Direct, advised her to use an anticipated bonus rate (ABR) of 5% when setting up her with-profits annuity (WPA). She says she has lost out financially as a result. Mrs W is represente... (3 pages)View decision
