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 DRN7959153
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMr T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of his Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.backgroundMr T has an ISA account with Fidelity, w... (2 pages)View decision -
Decision Reference DRN-3014237
6 Sep 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-3014237 The complaint Mr B complains about Acasta European Insurance Company Limited (Acasta) under his guarantee insurance policy. He believes Acasta unfairly declined a claim because he hadn’t obtained a separate installer guarantee from the contractor that replaced his roof. In this... (3 pages)View decision -
Decision Reference DRN-4019961
1 Aug 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4019961 The complaint Mr N has complained about his experience when using the banking app for his account with The Co-operative Bank Plc (‘The Co-op’). What happened Mr N registered for The Co-op’s banking app. He wanted to use biometric authentication so that he could log into his acc... (4 pages)View decision -
Decision Reference DRN-2771617
3 Sep 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2771617 The complaint Mr T complained that AXA didn’t properly investigate his claim under his motor insurance policy, and this caused him financial loss. What happened Mr T’s car was parked in a supermarket car park when it was damaged by another car whose driver (the third party) lef... (2 pages)View decision -
Decision Reference DRN-3124158
15 Nov 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3124158 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (LV) avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. Mr K is being represented by a relative, Mr G in his complaint. What happened Mr K took out a ca... (3 pages)View decision -
Decision Reference DRN8409569
29 Sep 2017 Santander UK Plc Not upheldBanking and creditMr and Mrs B complain that Santander UK Plc’s conveyancers didn’t properly deal with their remortgage application. They want answers and compensation.backgroundMr and Mrs B wanted to remortgage with Santander and move from another lender. They wanted to make an overpa... (2 pages)View decision -
Decision Reference DRN2255027
22 Sep 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains that Calpe Insurance Company Limited wouldn’t indemnify him under amotor insurance policy for a period during which it didn’t know about his car’s new numberplate. He says it also refused to renew the policy.backgroundMr S bought a new car (“car B”... (2 pages)View decision -
Decision Reference DRN6534025
23 Sep 2018 Insure The Box Limited UpheldInsurance (excluding PPI)Mrs G has complained about Insure The Box Limited. She isn’t happy that it cancelled her car insurance policy.backgroundMrs G took out car insurance with Insure The Box and it asked her to send proof of her no claims discount (NCD) which she did. Unfortunately she mistyp... (2 pages)View decision -
Decision Reference DRN0899337
14 May 2014 Yorkshire Building Society Not upheldBanking and creditMr and Mrs T complain that Yorkshire Building Society has unfairly introduced one off on-line registration as a requirement for its telephone banking service. They want it to maintain their previous arrangement and to pay them compensation for their distress and inconvenience. our ... (2 pages)View decision -
Decision Reference DRN-4757656
1 May 2024 Equifax Limited Not upheldConsumer CreditDRN-4757656 The complaint Mr G complains that Equifax Limited unnecessarily asked him to provide identification to complete its registration process. Mr G also complains that Equifax asked him for identification to complete a deletion request he made. What happened At the beginning of Dece... (2 pages)View decision
