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 4323 results
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Decision Reference DRN-4721627
29 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721627 The complaint Mr A complains about how NewDay Ltd administered his credit card account. What happened Mr A held a credit card with NewDay. In January 2022, NewDay sent Mr A a default notice. It did so because it said he hadn’t made at least the minimum contractual repayment to... (3 pages)View decision -
Decision Reference DRN-4708323
26 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4708323 The complaint Mrs W complains that esure Insurance Limited mishandled her motor insurance policy. What happened Mrs W had a car, first registered in 2020. She insured it with esure for the year from early May 2023. The cost of the insurance was about £320.00. Later, Mrs W order... (3 pages)View decision -
Decision Reference DRN-3594225
5 Aug 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3594225 The complaint Mr K complained because Vanquis Bank Limited didn’t agree that someone had fraudulently opened an account in his name. What happened On 11 July 2021, a Vanquis credit card was opened using Mr K’s details. The card was used later in July for two transactions, one ... (3 pages)View decision -
Decision Reference DRN-3187937
16 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3187937 The complaint Mr E complains that he was unaware Bank of Scotland plc defaulted his credit card account. What happened Mr E had a credit card with Bank of Scotland plc, trading as Halifax. In 2019 Mr E contacted Halifax to make a manual payment from a debit card with another ba... (5 pages)View decision -
Decision Reference DRN-5501438
24 Apr 2025 West Bay Insurance Plc UpheldInsuranceDRN-5501438 The complaint Mr R complains about the service he received from West Bay Insurance Plc (West Bay) after he made a claim under his car insurance policy. References to West Bay also includes its agents and representatives. What happened Mr R held a car insurance policy under... (4 pages)View decision -
Decision Reference DRN-5120712
8 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5120712 The complaint Mr B complains about Accredited Insurance (Europe) Ltd’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Accredited. In November 2023, his car was damaged by a third-party and in December 2023 he made a claim with Accredi... (3 pages)View decision -
Decision Reference DRN-3284403
15 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3284403 The complaint Mr M complains that Covea Insurance plc unfairly declined a claim and avoided his commercial vehicle insurance policy. What happened Mr M’s truck was stolen and then recovered so he claimed on his policy with Covea for the damage caused to his truck. When he claim... (3 pages)View decision -
Decision Reference DRN5006710
8 Jan 2020 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss Y and Mrs Y have complained about Admiral Insurance Company Limited’s handling of a claim on their motor insurance policy.Miss Y is the policyholder and Mrs Y is a named driver on the policy. But almost all the correspondence and communication concerning the complaint has been with Mi... (3 pages)View decision -
Decision Reference DRN4255610
21 Nov 2019 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Mr C complains that Eldon Insurance Services Ltd (trading as Go Skippy) wouldn’t honour a motor insurance quote it gave him online. Mr C’s relative has helped him with his complaint, so references to Mr C will include what they’ve said.backgroundMr C had a motor insurance policy through Go... (3 pages)View decision -
Decision Reference DRN-4459342
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4459342 The complaint Ms R complains that Lloyds Bank Plc (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened In early 2021, Ms R was presented with an investment opportunity by someone I’ll refer to as P. Ms R had previously made two investme... (4 pages)View decision
