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 4282 results
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Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN7439682
7 Aug 2013 Santander UK Plc Not upheldPayment protection insurance (PPI)This complaint is about a loan, and the payment protection insurance (PPI) policy taken out to protect it. Mr and Mrs R complain about the way Santander UK Plc dealt with them when they fell behind with the repayments after Mrs R lost her job. They are particularly unhappy that Santand... (3 pages)View decision -
Decision Reference DRN6547496
14 Jan 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr J’s complaint, in summary, is that Alliance Trust Savings Limited did not give him the option to transfer his holdings free of charge after it introduced a regular administration fee.backgroundIn early 2012 BNP Paribas, which was managing and administering Mr J’s account, dec... (3 pages)View decision -
Decision Reference DRN6364326
22 Apr 2013 HSBC Bank plc Not upheldBanking and creditMr J and Mrs K complain that they had to pay unexpected legal fees of £252 relating to completion of their mortgage with HSBC. They want these fees refunded.backgroundIn February 2012 Mr J and Mrs K applied for a mortgage with HSBC. A key facts document was issued to them, which said ... (2 pages)View decision -
Decision Reference DRN0654896
5 Jun 2013 M J Howarth & Mrs C Howarth UpheldInsurance (excluding PPI)Mr N has complained that Accent Insurance Consultants General Insurance mis-sold him an insurance policy as that insurer did not cover grey import vehicles. backgroundMr N attended the offices of Accent on 26 January 2010 to obtain a quote for his vehicle. Accent provided a quote for co... (2 pages)View decision -
Decision Reference DRN2517047
8 Aug 2017 Bank of Scotland Plc Not upheldBanking and creditMiss T complains that Bank of Scotland plc (trading as Halifax) have wrongly failed to block telephone banking on her account. She wants to be compensated for the distress and inconvenience this has caused her.backgroundMiss T holds an account with Halifax. She says... (2 pages)View decision -
Decision Reference DRN7231827
24 Jun 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr C and his sister complain that Tesco Underwriting Limited treated a motor insurance policy as void.background The policy was in the name of Mr C’s sister. Mr C was a named driver. After he reported a number of incidents, Tesco said that it was treating the policy as void because he... (2 pages)View decision -
Decision Reference DRN6515912
13 Nov 2015 Hillesden Securities Limited Not upheldBanking and creditMr D and Miss S complain that Hillesden Securities Limited unfairly registered a default on their credit files in respect of a debt. Mr D has dealt with the complaint on behalf of them both.backgroundThe debt owed by Mr D and Miss S was in respect of an accoun... (2 pages)View decision -
Decision Reference DRN-3067041
30 Sep 2021 Soteria Insurance Limited UpheldInsuranceDRN-3067041 The complaint Mr E complains about Soteria Insurance Limited (‘Soteria’) avoiding his motor insurance policy because he hadn’t told them about a wrap on his vehicle. Soteria treated this as a modification he should have told them about. Soteria uses agents to administer its pol... (6 pages)View decision -
Decision Reference DRN-2496982
17 Mar 2021 Acorn Insurance & Financial Services Ltd Not upheldInsuranceDRN-2496982 The complaint Mr S is unhappy about how Acorn Insurance and Financial Services Limited trading as Haven Insurance (Haven) handled his motor insurance policy when he changed his car. And that this has meant his car was seized by police and crushed. What happened Mr S had a motor... (3 pages)View decision
