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 1466 results
-
Decision Reference DRN8538364
21 Nov 2017 Bank of Scotland Plc Not upheldBanking and creditMiss Q complains about the charges applied to her current account by Bank of Scotland plc trading as Halifax.Miss Q says the charges are too high and have caused her financial difficulties. She says Halifax should have realised, stopped the charges from happening and ... (2 pages)View decision -
Decision Reference DRN-2693099
7 May 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2693099 The complaint Mr S has complained about the service he received during a claim he made on his roadside assistance policy with Liverpool Victoria Insurance Company Limited. Reference to Liverpool Victoria Insurance Company Limited (LV) includes its agents. What happened Mr S hol... (3 pages)View decision -
Decision Reference DRN-6003702
9 Dec 2025 SOFOLOGY LIMITED UpheldInsuranceDRN-6003702 The complaint Mr R complains about the information that Sofology Limited provided to him when he took out a furniture insurance policy. He believes the policy was mis-sold and said he was misinformed about how to position a recliner sofa, which resulted in the recliner motor... (8 pages)View decision -
Decision Reference DRN9877227
3 Sep 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)This complaint concerns a claim that Mr H made to AXA Insurance UK Plc on his home insurance policy for smoke damage to his loft space, which resulted from a fire in the adjoining property. backgroundThe circumstances of this complaint were set out in my provisional decision of June... (4 pages)View decision -
Decision Reference DRN-2565523
11 May 2021 U K Insurance Limited Not upheldInsuranceDRN-2565523 The complaint Mr M complains U K Insurance Limited (UKI), trading as Natwest Insurance, are responsible for damage to his car when attending it under his roadside assistance insurance policy. A number of other companies have been involved in this complaint, but as UKI are respo... (2 pages)View decision -
Decision Reference DRN8842516
16 Oct 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr E complains Tesco Underwriting Limited (Tesco) unfairly refused to pay his claim.backgroundI’ve attached my provisional decision from September 2015. It forms part of this final decision. In it I set out why I didn’t intend to uphold the complaint.I invited Mr E and... (3 pages)View decision -
Decision Reference DRN-1027558
13 Apr 2020 Acromas Insurance Company Limited Not upheldInsuranceDRN-1027558 The complaintMr C complains that Acromas Insurance Company Limited will not deal with a claim on his breakdown repair cover (“BRC”) policy. What happenedIn summary, Mr C took out the BRC policy underwritten by Acromas. He called out assistance just over a month later and the ro... (3 pages)View decision -
Decision Reference DRN1206281
20 Mar 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains about The Royal Bank of Scotland Plc (‘RBS’). He thinks its online application process is misleading.backgroundMr S wanted a loan from RBS. But he found the process confusing and misleading. When he applied through the website it indicated he was eligib... (2 pages)View decision -
Decision Reference DRN-2231416
19 Oct 2020 Fairmead Insurance Limited Not upheldInsuranceDRN-2231416 The complaint Miss W complains about the settlement that Fairmead Insurance Limited has paid her for a claim she made on her landlord’s home insurance policy. What happened n September 2018, Miss W discovered damage had been caused to her rental property by water leaking in fro... (6 pages)View decision -
Decision Reference DRN-3629985
25 Aug 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3629985 The complaint Mr R is unhappy with the way Domestic and General Insurance Plc (D&G) handled his claim under his boiler protection policy. In particular, he says he is unhappy with delays and the amount of time the property was left without heating or hot water. What happene... (2 pages)View decision