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 352408 results
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Decision Reference DRN-5122151
19 Nov 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-5122151 The complaint This complaint is about a mortgage Mrs and Mr B hold with The Co-operative Bank Plc trading as Britannia. The essence of the complaint is that Britannia returned a direct debit payment to their current account by cheque, and then reduced the amount of subseque... (3 pages)View decision -
Decision Reference DRN-5138683
19 Nov 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5138683 The complaint Mrs E complains that AXA PPP Healthcare Limited mis-sold a private health insurance policy to her and acted unfairly when it declined her claim. What happened Mrs E is represented by a family member. But for simplicity, I’ve only referred to Mrs E in my decisi... (3 pages)View decision -
Decision Reference DRN-5096868
19 Nov 2024 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5096868 The complaint Mrs and Mr M complain about how Alwyn Insurance Company Limited chose to settle a claim against their motor insurance policy. What happened Mr M was a named driver on Mrs M’s insurance policy. He had a minor collision with another vehicle in a supermarket car p... (2 pages)View decision -
Decision Reference DRN-5154259
19 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5154259 The complaint Mr G has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (6 pages)View decision -
Decision Reference DRN-5156332
19 Nov 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-5156332 The complaint Ms M complains that J D Williams & Company Limited (JDW) was irresponsible in its lending to her. She wants all interest and charges to be refunded along with statutory interest and any adverse information to be removed from her credit file. Ms M is represe... (4 pages)View decision -
Decision Reference DRN-4593620
19 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4593620 The complaint Ms P has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect her from falling victim to a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the ... (4 pages)View decision -
Decision Reference DRN-5119691
19 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5119691 The complaint Mr T complains about the way that Legal & General Assurance Society Limited (L&G) has handled an incapacity claim he made on an income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve sim... (3 pages)View decision -
Decision Reference DRN-5019403
19 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5019403 The complaint Mr S complains that a car acquired under a hire purchase (HP) agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I wil... (3 pages)View decision -
Decision Reference DRN-4939128
19 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4939128 The complaint Mr S complains National House Building Council unfairly declined his building warranty claim. What happened Mr S made a claim against his NHBC building warranty. He said the builder of his property had failed to fit cladding boards correctly – leaving them wit... (2 pages)View decision -
Decision Reference DRN-5114422
19 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5114422 The complaint Ms H complains in her capacity as Executor of The estate of Mrs H, that The Co-operative Bank plc trading as Britannia (Britannia) failed to carry out instructions to close all of her late mother’s accounts in 2014. What happened Ms H has elected that Mr W deal... (3 pages)View decision
