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 DRN4632294
9 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMr H has complained that Lloyds Bank PLC has charged him unfair and excessive overdraft fees, and passed his debt to a third party.backgroundMr H was using his overdraft on his Lloyds account, and was charged fees. He feels that these were excessive and unfair, and... (2 pages)View decision -
Decision Reference DRN5698916
9 Mar 2016 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mr H says Barclays Bank Plc (‘Barclays’) mis-sold him a payment protection insurance (PPI) policy.backgroundMr H bought the policy in 2001 at the same time as taking out a loan. The loan included an amount to pay for the policy. Our adjudicator didn’t uphold the complai... (2 pages)View decision -
Decision Reference DRN5667779
9 Mar 2016 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mrs K complains St Andrew’s Insurance Plc (St Andrew’s) has unfairly cancelled her buildings insurance and refused to pay her claim.backgroundI’ve attached my first provisional decision from November 2015 and my second one from January 2016. In the second one I set o... (7 pages)View decision -
Decision Reference DRN0541336
9 Mar 2016 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)Mr W says Argos mis-sold him a payment protection insurance (PPI) policy with a store card. That business’s full name is Home Retail Group Card Services Limited (“HRG Cards”).When selling insurance HRG Cards was an appointed representative of Home Retail Group Insura... (3 pages)View decision -
Decision Reference DRN6672883
9 Mar 2016 Capital One Homeowner Loans Limited UpheldPayment protection insurance (PPI)Mr and Mrs D say that Capital One Homeowner Loans Limited (COHL) mis-sold a payment protection insurance (PPI) policy to them, with a loan.backgroundIn 2006, Mr and Mrs D took out a joint loan through COHL. They also bought a monthly premium PPI policy, in Mr D’s ... (3 pages)View decision -
Decision Reference DRN2426415
9 Mar 2016 Northern Bank Limited Not upheldPayment protection insurance (PPI)Mr and Mrs C complain Northern Bank Limited mis-sold them three payment protection insurance (PPI) policies.backgroundIn 1999 and 2000, Mr and Mrs C took out three loans with Northern Bank. They bought PPI policies with all three loans. On the first of their 1999 pol... (3 pages)View decision -
Decision Reference DRN4885378
9 Mar 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr R is unhappy that Aviva Insurance Limited delayed in paying a settlement due to him in respect of his home insurance claim, following an ombudsman’s decision.background Following a claim after a leak at Mr R's property, Aviva completed the repairs. But Mr R c... (2 pages)View decision -
Decision Reference DRN2189484
9 Mar 2016 Santander UK Plc UpheldBanking and creditC, a company, complains that Santander UK Plc blocked its account and this impacted on its ability to trade properly. C says that this caused it financial harm.Santander accepted that it could have acted in a way that is likely to have led to the block being lifted so... (2 pages)View decision -
Decision Reference DRN3467645
9 Mar 2016 The Governor and Company of the Bank of Ireland Not upheldPayment protection insurance (PPI)Mr L complains that The Governor and Company of the Bank of Ireland, trading as Bristol & West, mis-sold him a mortgage payment protection insurance (“PPI”) policy.backgroundMr L applied for his PPI policy by completing a postal application in 1998. The policy c... (2 pages)View decision -
Decision Reference DRN2945651
9 Mar 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs D says Bank of Scotland plc (trading as Halifax) mis-sold her a payment protection insurance (“PPI”) policy. backgroundMrs D bought the policy in July 1991 in one of the bank’s branches at the same time as taking out a credit card. We previously understood it w... (2 pages)View decision
