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 4196 results
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Decision Reference DRN0449160
16 May 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs L complain about the valuation for their vehicle offered by AXA when they made a claim under their motor insurance policy following an accident. They also consider that they experienced distress and inconvenience during the claims process.backgroundThe background to this comp... (4 pages)View decision -
Decision Reference DRN-4066592
6 Apr 2023 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-4066592 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision -
Decision Reference DRN-1371630
19 Oct 2020 Tradex Insurance Company Limited Not upheldInsuranceDRN-1371630 The complaint A, a limited company, complains that Tradex Insurance Company limited declined a claim made on its commercial motor insurance policy. This complaint is brought on A’s behalf by Mr A, its director. He wants the claim paid in full. What happened Mr A was driving his... (2 pages)View decision -
Decision Reference DRN0315128
3 Aug 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L, as a director of C, a limited company, complains that Liverpool Victoria Insurance Company Limited (“LV”) has refused the claim he’s made on C’s fleet insurance. The car he was driving wasn’t specifically listed on C’s policy at the time of the accident, but ... (2 pages)View decision -
Decision Reference DRN9998826
16 May 2013 Bank of Scotland Plc UpheldBanking and creditMr T complains that Halifax did not tell him that a default could be registered when he agreed to a repayment plan, and that it then told him that a default notice was just an update on his account.our initial conclusionsThe adjudicator recommended that Halifax should pay Mr T £... (2 pages)View decision -
Decision Reference DRN-4924713
3 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4924713 The complaint J, a limited company, has complained about HSB Engineering Insurance Limited. J approached HSB to provide a structural warranty for a building development, but HSB refused to provide cover. What happened J is a developer of properties. It seeks warranties for ... (2 pages)View decision -
Decision Reference DRN-4198630
11 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4198630 The complaint Mr H, as sole Lasting Power of Attorney (LPA) for Mr C, complains that Nationwide Building Society refused to re-instate an overdraft on Mr C’s account that Mr H had removed in error. Mr H says Mr C’s account was registered at Mr H’s address and despite a request ... (3 pages)View decision -
Decision Reference DRN-3979987
3 Aug 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3979987 The complaint Mr A complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund money he lost after falling victim to a scam. What happened Mr A says that he was looking to buy a car and found one advertised on a genuine automotive marketplace. The car was being sold by a... (4 pages)View decision -
Decision Reference DRN0068482
16 Dec 2016 Covea Insurance plc UpheldInsurance (excluding PPI)Mr L, as director of D, a limited company, complains that Covéa Insurance plc rejected its claim for the theft a company vehicle.backgroundAs well as being a director of D, Mr L is an employee at a vehicle dealership. A vehicle owned by D was due to be serviced, ... (2 pages)View decision -
Decision Reference DRN1719371
29 Jan 2020 One Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L have complained about One Insurance Limited’s handling of their car insurance policy.Reference to One Insurance includes their agents.backgroundMr and Mrs T had their car insurance policy with One Insurance. Mrs T was the policyholder and Mr T was a named driver. Their son was... (4 pages)View decision
