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 125299 results
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Decision Reference DRN-4448988
20 Feb 2024 Bank of Scotland Plc UpheldMortgagesDRN-4448988 The complaint Mr and Mrs M complain that poor service from Bank of Scotland plc (trading as Halifax) meant they missed out on lower interest rate products for their residential and buy to let (BTL) mortgages. They’d like Halifax to apply the interest rate products available in ... (3 pages)View decision -
Decision Reference DRN-4515380
20 Feb 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4515380 The complaint Miss H complains that Sainsbury's Bank Plc failed to keep its promise to remove adverse data from her credit report, causing her to miss out on a mortgage deal. What happened Miss H used to have a credit card account with Sainsbury’s Bank. In April 2021 the b... (6 pages)View decision -
Decision Reference DRN-4632983
20 Feb 2024 Insurance Factory Ltd UpheldInsuranceDRN-4632983 The complaint B, a company, complains that Insurance Factory Ltd trading as Insurance Choice (‘Insurance Factory’) mis-sold a commercial insurance policy. B is represented by Mr and Mrs S. What happened B holds a commercial policy with an insurer that had been arranged by Insur... (3 pages)View decision -
Decision Reference DRN-4632283
20 Feb 2024 Folgate Insurance Company Ltd UpheldInsuranceDRN-4632283 The complaint B, a company, complains about the settlement paid by Folgate Insurance Company Ltd after making a claim under their commercial insurance policy. B is represented by Mr and Mrs S. What happened B holds a commercial policy with Folgate that was arranged by a broker.... (5 pages)View decision -
Decision Reference DRN-4613563
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4613563 The complaint Mr and Mrs B complain because AWP P&C SA didn’t pay a cancellation claim under their travel insurance policy. What happened Mr and Mrs B are insured under a travel insurance policy, underwritten by AWP, which is provided as a benefit of a packaged bank account... (4 pages)View decision -
Decision Reference DRN-4629430
20 Feb 2024 Action 365 Ltd UpheldInsuranceDRN-4629430 The complaint Mr D complains that Action 365 Ltd mishandled his commercial vehicle insurance policy. What happened The subject matter of the complaint is a van, first registered in 2011. According to its MOT history, the van passed a test in early November 2022 with a recorded ... (7 pages)View decision -
Decision Reference DRN-4632401
20 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4632401 The complaint Mr V complains that the amount Haven Insurance Company Limited (‘Haven’) offered to settle his motor insurance claim is too low. What happened Mr V had a fully comprehensive motor trade policy with Haven. In March 2023, he was involved in an accident and made a mo... (3 pages)View decision -
Decision Reference DRN-4632132
20 Feb 2024 Prepaid Financial Services Ltd UpheldBanking and PaymentsDRN-4632132 The complaint Mr S and Mr S complained, via their representative, that they have been unable to obtain the return of their money from Prepaid Financial Services Ltd (PPFS) following the closure of a programme which they had put money into. What happened I set out the background... (3 pages)View decision -
Decision Reference DRN-4623067
20 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4623067 The complaint Mr R complains about the way esure Insurance Limited handled a claim he made on his car insurance policy. What happened In 2023, Mr R’s car was stolen, he made a claim for it under the policy. esure accepted the claim and said it would pay Mr R the market value of... (2 pages)View decision -
Decision Reference DRN-4632575
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4632575 The complaint Mr and Mrs H complain that AWP P&C SA declined their claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In su... (4 pages)View decision
