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 4361 results
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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-4250435
12 Oct 2023 Volvo Car UK Limited Not upheldConsumer CreditDRN-4250435 The complaint Mr F complains that Volvo Car UK Limited trading as Care by Volvo UK (CVUK) unfairly charged him an excess mileage charge when his new car was delayed. What happened Mr F entered into a hire agreement with CVUK in May 2021. In February 2022, he told CVUK that he w... (3 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 DRN2542095
21 Jul 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs R is unhappy that Admiral Insurance Company Limited wants to recover from her the third party costs it’s paid out following a claim under her multi car motor insurance policy.backgroundMrs R rang Admiral to add insurance cover for her daughter to drive car A. But... (2 pages)View decision -
Decision Reference DRN3938427
21 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss A’s complained that U K Insurance Limited– trading as Churchill Insurance –refused to apply its uninsured driver promise under her motor insurance policy when she made a claim.Mr A is representing Miss A in her complaint.backgroundMiss A reported an incident to her... (2 pages)View decision -
Decision Reference DRN8094018
23 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMr E1, Mrs L and Mr E2 have complained that National Westminster Bank Plc failed to return their title deeds after they redeemed their mortgage. Mr E1 has conducted the complaint on behalf of all three complainants.backgroundIn 2005 Mr E1, Mrs L and Mr E2 (along ... (2 pages)View decision -
Decision Reference DRN2962636
18 Dec 2019 Assurant General Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that Assurant General Insurance Limited unfairly declined her insurance claim for her son’s damaged phone.backgroundMrs S holds gadget insurance through her bank account. The policy is underwritten by Assurant, so it’s responsible for her claim and complaint. The policy all... (3 pages)View decision -
Decision Reference DRN4970649
12 Feb 2015 Southern Pacific Mortgage Limited Not upheldBanking and creditMr G has complained that Southern Pacific Mortgage Limited (SPML) has failed to provide him with evidence to show there is a valid mortgage contract. Mr G says that because SPML has failed to disclose all material, it should void his mortgage.backgroundIn August 2006 Mr G granted a ... (3 pages)View decision -
Decision Reference DRN-2690822
26 May 2021 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-2690822 The complaint Mr T is represented by his independent financial adviser in making his complaint. The IFA says that AEGON Investment Solutions Ltd caused a number of errors and a delay when was carrying out Mr T’s stocks and shares ISA transfer from another business. The IFA subm... (4 pages)View decision
