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 370904 results
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Decision Reference DRN-4819225
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4819225 The complaint Mr C complains National Westminster Bank Plc (NatWest) refused to accept an affordable payment plan for his outstanding debt that wouldn’t involve a default on his credit file. What happened Mr C says he has a debt owing to NatWest in excess of £2,000 but it has r... (3 pages)View decision -
Decision Reference DRN-4779233
3 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4779233 The complaint Mr and Mrs G complain Royal and Sun Alliance Insurance Limited (RSA) unfairly declined to settle her claim on her home buildings insurance policy. References to Mr or Mrs G, will include the other. RSA are the underwriters of this policy i.e. the insurer. Part of ... (3 pages)View decision -
Decision Reference DRN-4885027
3 Jul 2024 Qmetric Group Limited Not upheldInsuranceDRN-4885027 The complaint Mr W is unhappy that Qmetric Group Limited trading as Policy Expert (Qmetric) mis-sold him his home insurance policy. What happened Mr W took out a home insurance policy which included Home Emergency Select within this. He purchased this via a price comparison sit... (2 pages)View decision -
Decision Reference DRN-4839890
3 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4839890 The complaint Mr C complains about the way that Bank of Scotland plc trading as Birmingham Midshires administered two mortgages. What happened Mr C had two mortgages with– one residential with Bank of Scotland, the other a buy-to-let with Birmingham Midshires. This complaint is... (10 pages)View decision -
Decision Reference DRN-4756082
3 Jul 2024 Western Provident Association Limited Not upheldInsuranceDRN-4756082 The complaint Mr V complains about the way Western Provident Association Limited (WPA) handled a claim he made on a Flexible Health Elite private medical insurance policy. Mr V is represented by Mr V1. What happened Mr V holds a personal private medical insurance policy. On 28 ... (3 pages)View decision -
Decision Reference DRN-4782780
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4782780 The complaint Mrs B complains that National Westminster Bank Plc are asking her to repay a debt which her son has incurred. What happened Mrs B says that she doesn’t have access to a joint account she is named on with her son with NatWest, which was set up around 15 years ago. ... (3 pages)View decision -
Decision Reference DRN-4772081
3 Jul 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4772081 The complaint Mr M complains about how AA Underwriting Insurance Company Limited (“AA”) handled a claim under his car insurance policy. What happened Mr M had a motor insurance policy with AA covering his car. His car suffered damage in June 2023 when a third-party driver rever... (2 pages)View decision -
Decision Reference DRN-4840638
3 Jul 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4840638 The complaint Ms L has complained that Casualty & General Insurance Company (Europe) Ltd (“C & G”) has unfairly increased her pet insurance premiums. What happened In November 2022, Ms L took out the policy with C & G for her cat. It’s a lifetime policy which is ren... (4 pages)View decision -
Decision Reference DRN-4885472
3 Jul 2024 Volvo Car UK Limited UpheldConsumer CreditDRN-4885472 The complaint Mrs M complains about the charges Volvo Car UK Limited (“Volvo”) applied when she returned a car after her hire agreement ended. What happened Mrs M entered into a hire agreement in January 2022. She ended the agreement August 2023 and Mrs M returned the car. She ... (4 pages)View decision -
Decision Reference DRN-4852883
3 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4852883 The complaint Mr M and Mrs K complain Bank of Scotland plc trading as Halifax won’t pay back money stolen from them. What happened Mrs K says that she’s been on medication for poor mental health since 2000 but that her situation has improved in recent years. She says that when ... (3 pages)View decision
