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 367928 results
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Decision Reference DRN-5188878
30 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5188878 The complaint Mr T complains about how The National Farmers' Union Mutual Insurance Society Limited (NFU) handled his claim made on his motor insurance policy. What happened Mr T told NFU that he had damaged his car and he made a claim. NFU told Mr T to take his car to... (2 pages)View decision -
Decision Reference DRN-4831317
30 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4831317 The complaint Mrs O complains that Lloyds Bank PLC (Lloyds) unfairly closed her account (the Account) What happened There is little dispute between the parties about the core events in this case. As I understand them, they are as follows: In or around January 2023, the Ac... (5 pages)View decision -
Decision Reference DRN-5148275
30 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5148275 The complaint Ms G has complained about the way AXA Insurance UK Plc handled a claim under her home insurance policy. What happened In September 2022 Ms G bought a house with a view to moving to a different part of the country and a new job. Before she could do that, in Dec... (3 pages)View decision -
Decision Reference DRN-5133137
30 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5133137 The complaint N’s complaint is about a claim it made on its U K Insurance Limited trading as NIG (‘UKI’) motor trade policy, which UKI declined. N’s complaint is brought by Mr R, but I shall refer to all submissions as being N’s own for ease of reference. N says UKI treated ... (3 pages)View decision -
Decision Reference DRN-5209047
30 Dec 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-5209047 The complaint Mr V complains that Acromas Insurance Company Limited (“Acromas”) wouldn’t provide him with a refund when he cancelled his car breakdown assistance cover. What happened Mr V had a breakdown assistance cover with Acromas covering his car. Part of the cover inclu... (2 pages)View decision -
Decision Reference DRN-5127199
30 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5127199 The complaint Mr S complains about the action that Bank of Scotland plc trading as Halifax (Halifax) has taken to repossess his home. What happened Mr S took out a mortgage with Halifax in June 2017. There were no issues with the mortgage until August 2022, following which a... (7 pages)View decision -
Decision Reference DRN-5199961
30 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5199961 The complaint Mr K is unhappy with how Marshmallow Insurance Limited handled a motor insurance claim. What happened Mr K held motor insurance with Marshmallow. In November 2023, he was involved in an accident that wasn’t his fault. The other driver left the scene and Mr K w... (3 pages)View decision -
Decision Reference DRN-5225325
30 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5225325 The complaint Mr D complains that The Co-operative Bank Plc (“Co-op”) won’t refund him all the money he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail here. However, in summary, Mr ... (4 pages)View decision -
Decision Reference DRN-5190687
30 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5190687 The complaint Miss C complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss C was approved for a Marbles credit card with a £900 credit limit. Miss C says this was irresponsibly lent to her. Miss C made a complaint to Marbles. Marbles did ... (2 pages)View decision -
Decision Reference DRN-5206517
30 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5206517 The complaint Ms B’s complaint is about the handling of a claim made under the legal expenses section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the age... (7 pages)View decision
