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 DRN1017400
29 Jan 2015 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms B complains that Aviva Insurance Limited misled her into thinking that, after her car was damaged in an accident, the only outlay she would have would be the £150 excess on her motor insurance policy. backgroundMs B’s left her car parked near her workplace when another car hit it. A ... (2 pages)View decision -
Decision Reference DRN8046496
11 Feb 2016 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc unfairly registered a default on his bank account.backgroundIn September 2014 the overdraft on Mr H’s account was removed as Mr H had failed to make credits to his account despite warning letters. Mr H complains that despite makin... (2 pages)View decision -
Decision Reference DRN-1431963
30 Jul 2020 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-1431963 The complaintU is a limited company and complains that WorldPay (UK) Limited (WorldPay) closed its account and withdrew services after it was dissolved due to an administrative error. U also complains that WorldPay declined its application for a new account. What happenedU was... (2 pages)View decision -
Decision Reference DRN3167705
4 Oct 2017 HSBC Bank plc Not upheldBanking and creditMiss K complained that HSBC Bank Plc has failed to send her the right bank card and that it hadn’t resolved problems she had experienced using the Verified by Visa online payment method.backgroundThe bank cardMiss K contacted the bank when she received a bank card th... (2 pages)View decision -
Decision Reference DRN2223429
1 Aug 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the service Zenith Insurance plc provided following a claim on his motor insurance.backgroundZenith contacted Mr M to say that another driver’s insurer had accused Mr M of being at fault for an accident. Mr M told Zenith he hadn't be... (2 pages)View decision -
Decision Reference DRN9363056
11 Jan 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)Mrs S is unhappy with the way Covea Insurance plc has settled a claim on her motor insurance policy. backgroundIn December 2016 a third party’s representative contacted Covea alleging Mrs S had hit his vehicle at a roundabout the previous month. Mrs S denied she was in... (2 pages)View decision -
Decision Reference DRN2502593
23 Oct 2014 Lloyds Bank PLC Not upheldBanking and creditMr F complains that shortly after opening a business account, Lloyds Bank PLC closed it without explanation or notice. He discovered the closure when he was trying to transfer money to the account. Mr F believes the bank should provide reasons for its decision, and is seeking c... (2 pages)View decision -
Decision Reference DRN2415027
1 Jun 2020 Accord Mortgages Limited UpheldBanking and creditMrs C complains about the pressure she was put under by Accord Mortgages Limited when the term of her interest-only mortgage came to an end. Mrs C wants compensation for the unnecessary extra expense involved in stopping the house being repossessed.backgroundMrs C took out an interest-only... (4 pages)View decision -
Decision Reference DRN-3521407
24 Jun 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3521407 The complaint Mr W complains that Royal & Sun Alliance Insurance plc mishandled a motor insurance policy. Where I refer to RSA, I include employees and others insofar as I hold RSA responsible for their acts or omissions. What happened Mr W was eligible for a vehicle on con... (2 pages)View decision -
Decision Reference DRN-1631994
15 Dec 2020 Policy Administration Services Ltd Not upheldInsuranceDRN-1631994 The complaint Ms W is unhappy that a broker Policy Administration Services T/A Phones 4u Care (PAS) won’t refund her premiums for her mobile phone insurance policy. Ms W said she never wanted the policy. What happened Ms W bought a mobile phone in a shop and along with the phon... (2 pages)View decision
