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 363152 results
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Decision Reference DRN-5162829
16 Jan 2025 Carole Nash Insurance Consultants Ltd Not upheldInsuranceDRN-5162829 The complaint Mr L complained about the actions of Carole Nash Insurance Consultants Ltd trading as Carole Nash after he tried to change his car on his motor insurance policy. What happened Mr L insured his car through Carole Nash who are an insurance broker. Brokers arrange... (2 pages)View decision -
Decision Reference DRN-5236659
16 Jan 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5236659 The complaint Mr C complains that First Central Underwriting Limited unfairly cancelled his motor policy. What happened Mr C held a motor insurance policy with First Central. First Central contacted Mr C because it needed him to verify some of the information he’d given whe... (2 pages)View decision -
Decision Reference DRN-5049860
16 Jan 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5049860 The complaint Mr V complains that a car that was supplied to him under a conditional sale agreement with Hyundai Capital UK Limited wasn’t of satisfactory quality. He’s being represented in his complaint by a legal adviser. What happened A new car was supplied to Mr V under ... (4 pages)View decision -
Decision Reference DRN-5126734
16 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5126734 The complaint Mr M has complained that Legal and General Assurance Society Limited declined a claim he made for critical illness. What happened Mr M made a claim under his decreasing term assurance with critical illness policy in 2023 as he had unfortunately suffered a strok... (2 pages)View decision -
Decision Reference DRN-5178151
16 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5178151 The complaint Mr T complains about letters he’s received from Lloyds Bank PLC about his credit card in which he was asked to increase his payments. He’s also unhappy about the amount of interest he’s being charged. What happened Mr T opened a credit card account with Lloyds ... (3 pages)View decision -
Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN-5200781
16 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5200781 The complaint Mr H complains that Aviva Insurance Limited declined his travel insurance claim. What happened Mr H has travel insurance through a bank which covers him and his family. Aviva is the insurer. In April 2024 Mr H and his family were abroad at a well-known locati... (4 pages)View decision -
Decision Reference DRN-5206953
16 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5206953 The complaint Miss A is unhappy that TSB Bank plc won’t reimburse her for a payment she made wherein she never received the goods that she’d paid for. What happened Miss A made a payment from her TSB account to a money transfer service from where she made a payment to a merc... (3 pages)View decision -
Decision Reference DRN-5214258
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5214258 The complaint Mr K is unhappy that Bank of Scotland plc trading as Halifax didn’t refund him after he told it he had fallen victim to a scam. Mr K is represented in this matter by a claims management company, but for ease of reading I’ll only refer to Mr K in this decision. ... (4 pages)View decision -
Decision Reference DRN-5186652
16 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5186652 The complaint Mr S complains that Accredited Insurance (Europe) Ltd (AI) paid out on a claim to a third- party for an incident he says didn’t happen. References to AI include other organisations and individuals acting on its behalf. What happened Another driver made a claim ... (3 pages)View decision
