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 DRN6552489
25 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs E complain that Lloyds Bank plc sent security information to their residential address rather than their correspondence address and will not change its processes to ensure that all future information goes to their correspondence address. backgroundIn October 2013, Mr E regis... (2 pages)View decision -
Decision Reference DRN3557865
31 Oct 2016 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr E is unhappy with the way Hastings Insurance Services Limited dealt with hiscomplaint about his motor insurance policy.backgroundMr E bought his motor insurance policy with Hastings through a comparison website. WhenHastings sent his Statement of Demands and Needs wi... (4 pages)View decision -
Decision Reference DRN3761857
9 Dec 2016 Nationwide Building Society Not upheldBanking and creditMs T complains that Nationwide Building Society deducted tax from her savings account even though she had signed a tax exemption form. She wants Nationwide to refund her the tax deducted and she wants it to give her an assurance that its internal processes have been cha... (2 pages)View decision -
Decision Reference DRN7451876
12 Jul 2017 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr U is unhappy that Admiral Insurance Company Limited turned down a claim he made on his motor insurance after his car was stolen.backgroundMr U bought a used car in November 2016. He insured the car with Admiral. A few days later, it was stolen so he made a claim. T... (2 pages)View decision -
Decision Reference DRN-2164142
15 Sep 2020 Curve OS Limited Not upheldBanking and PaymentsDRN-2164142The complaintMr L complains that Curve 1 Limited didn’t treat him fairly when it failed to take a verification payment from a card he was trying to set up for use with the Curve electronic wallet app. What happenedMr L tried to register one of his bank cards for use with the Cur... (2 pages)View decision -
Decision Reference DRN3546681
1 Mar 2017 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss K complains about the handling of her claim against her motor insurance policy with Advantage Insurance Company Limited following the theft of her car. She also complains that it renewed her policy and collected monthly premiums. Advantage instructs Hastings Ins... (5 pages)View decision -
Decision Reference DRN-4611674
16 Feb 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611674 The complaint Mr F has complained about a transfer of his Standard Life Assurance Limited group personal pension to an occupational scheme in 2011. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are access... (6 pages)View decision -
Decision Reference DRN3601516
7 Aug 2018 BARCLAYS INVESTMENT SOLUTIONS LIMITED Not upheldInvestment and pensionsMr and Mrs W complain that Barclays Investment Solutions Limited (‘Barclays’) didn’t send them the correct documents to enable them to vote at a shareholders’ annual general meeting (AGM).backgroundBarclays are the nominee shareholder for shares that Mr and Mrs W hold in... (2 pages)View decision -
Decision Reference DRN-2595382
23 Apr 2021 Southern Rock Insurance Company Not upheldInsuranceDRN-2595382 The complaint Mr E has complained about the final settlement offer Southern Rock Insurance Company paid him after he made a claim on his commercial vehicle insurance policy after his van was stolen. Reference to Southern Rock includes its agents. What happened Mr E holds a comm... (2 pages)View decision -
Decision Reference DRN5278046
12 Sep 2018 Equifax Limited Not upheldBanking and creditMr O complains that Equifax Limited haven’t updated his address as he had asked them to. backgroundMr O says he tried to update his address as Equifax was holding inaccurate details. He sent a ‘Certificate of Electoral Registration’ to Equifax showing his full address,... (2 pages)View decision
