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 4563 results
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Decision Reference DRN2370663
13 Apr 2018 IGO4 Limited Not upheldInsurance (excluding PPI)Mr A complains that IGO4 Limited has taken over £200 as payment for a car insurance policy that it cancelled after a month. He doesn’t believe the cancellation was fair and would like a full refund.backgroundMr A set up the policy on 7 October 2016. On 17 October ... (2 pages)View decision -
Decision Reference DRN-4218008
7 Jul 2023 Cofunds Limited Not upheldInvestmentsDRN-4218008 The complaint Mrs G complains about the service provided by Cofunds Limited (trading as Aegon) during the process of arranging the re-registration of her Stocks and Shares Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’) with a new provider (whom I’ll c... (5 pages)View decision -
Decision Reference DRN-3953070
8 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3953070 The complaint Mr L has complained about his motor insurer Ageas Insurance Limited (“Ageas”). He’s unhappy with its processes and the fact that it threatened to cancel his policy without making any investigations and without allowing him enough time to respond. What happened Mr... (4 pages)View decision -
Decision Reference DRN1887939
21 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs P has complained that Lloyds Bank PLC is unreasonably refusing her access to money in her account. Lloyds has asked Mrs P to provide certain information, but Mrs P thinks Lloyds’ request is unreasonable. backgroundA large sum of money was paid into Mrs P’s account. Lloyds told Mrs P it... (2 pages)View decision -
Decision Reference DRN7782654
27 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMiss E complains that Bank of Scotland plc (trading as Halifax) (“Halifax”) failed to note her change of address, resulting in a default registration being made about her debt, without her knowledge.our initial conclusionsHalifax said the default notice had been sent to the addr... (2 pages)View decision -
Decision Reference DRN-5280182
22 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5280182 The complaint Mr A complains that Haven Insurance Company Limited (Haven) has recorded a fault claim against his taxi insurance policy. What happened Mr A had a taxi insurance policy with Haven which covered a vehicle he was using as a taxi. In December 2022 the insured ve... (2 pages)View decision -
Decision Reference DRN1583438
8 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs B, as attorney for Miss P, complains about the way HSBC UK Bank Plc has handled an Enduring Power of Attorney (“EPA”). backgroundMrs B says she met with HSBC in September 2018 and asked to be added to Miss P’s account under a Power of Attorney to assist wit... (3 pages)View decision -
Decision Reference DRN-5002652
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5002652 The complaint Mr T has complained about the market value Ageas Insurance Limited offered when it settled his claim as a total loss in October 2023. Mr T made a claim under his commercial van insurance policy. What happened In October 2023 Mr T made a claim for damage to his ... (5 pages)View decision -
Decision Reference DRN4563150
19 Mar 2018 Southern Rock Insurance Company Limited Not upheldInsurance (excluding PPI)Miss C complains that Southern Rock Insurance Company Limited didn’t investigate a claim she made on her motor insurance policy properly, which led to financial loss for her. Any reference to Southern Rock in this decision includes its agents. backgroundOn 4 November 20... (2 pages)View decision -
Decision Reference DRN5077097
11 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMr M and Mrs S complain in their capacity as executors for the late Mrs M. They complain National Westminster Bank Plc lost the deeds to the late Mrs M’s house, as well as other documents, which had been entrusted to it for safekeeping.As Mr M’s been the main cor... (2 pages)View decision
