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 121262 results
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Decision Reference DRN-3651643
16 Aug 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3651643 The complaint Mr M complains on behalf of the estate of his late mother, Mrs M, that Lloyds Bank General Insurance Limited (Lloyds) declined a claim for theft under her home building insurance policy. For ease of reading I will refer to Mr M as the complainant in my decision. W... (4 pages)View decision -
Decision Reference DRN-3651477
16 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3651477 The complaint Miss M complains that Advantage Insurance Company Limited (Advantage) charged her two excess fees and failed to refund premiums after removing a named driver, following a claim under her motor insurance policy. What happened Miss M took out her motor insurance pol... (4 pages)View decision -
Decision Reference DRN-3651073
16 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3651073 The complaint Mr K has complained that Aviva Insurance Limited turned down his claim under his motor insurance policy after his van was stolen. What happened Mr K bought a van to use in connection with his business. He bought it privately via an online marketplace in cash. He’s... (4 pages)View decision -
Decision Reference DRN-3644348
16 Aug 2022 Specialist Lending Limited UpheldConsumer CreditDRN-3644348 The complaint Mr S is unhappy that he couldn’t cancel a fixed sum loan agreement he took out with Specialist Lending Limited trading as Duologi, to fund an online educational course for his children with a supplier I’ll call E. What happened In June 2018, Mr S brought an online... (4 pages)View decision -
Decision Reference DRN-3619902
16 Aug 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3619902 The complaint Mr O complains about his insurer, Calpe Underwriting Limited (Calpe) under his motor insurance policy following an accident involving his vehicle and its subsequent theft. Mr O’s complaint is, firstly, that Calpe treated the accident and the theft as two separate ... (6 pages)View decision -
Decision Reference DRN-3650654
16 Aug 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3650654 The complaint Mrs J complains Liverpool Victoria Insurance Company Limited (LV) unfairly declined her claim for storm damage under her home insurance policy. What happened Mrs J has a home insurance policy which is underwritten by LV. Mrs J reported to LV that her roof had be... (2 pages)View decision -
Decision Reference DRN-3581849
16 Aug 2022 Equifax Limited UpheldConsumer CreditDRN-3581849 The complaint Miss P has complained that Equifax Limited recorded incorrect information on her credit file, which impacted her buying a home. What happened In December 2021, Miss P was looking to move home, but was declined for a new mortgage with her existing lender. The lende... (3 pages)View decision -
Decision Reference DRN-3611818
16 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3611818 The complaint Mrs M complains about problems with payments through her HSBC UK Bank plc (HSBC) account. She doesn’t feel the compensation HSBC has offered is fair as she believes she has lost £1,120.71 What happened The details of this complaint are well known so I won’t rep... (2 pages)View decision -
Decision Reference DRN-3617995
16 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3617995 The complaint Mr Z complains about Royal & Sun Alliance Insurance Limited’s (RSA) handling of his complaint following damage caused by a flood under his home buildings insurance policy. What happened In January 2021 Mr Z noticed flood water in his home. This was caused by a... (5 pages)View decision -
Decision Reference DRN-3650240
16 Aug 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3650240 The complaint Company C is unhappy that Advanced Payment Solutions Limited (APS) wouldn’t reimburse the money they lost due to an authorised push payment scam. What happened The background to the complaint is well known to both parties and so I won’t repeat it at length here. B... (3 pages)View decision
