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 4790 results
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Decision Reference DRN7251616
6 Sep 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr J has complained that U K Insurance Limited (UKI) didn’t pay a fair market value for hiscar, when he made a claim under his car insurance policy.backgroundMr J made a claim to his insurer UKI, following an accident where his car was written off. UKI agreed to settle this by paying Mr J ... (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 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 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 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 DRN-5776843
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5776843 The complaint Mr H has complained that a van he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was misrepresented to him, in that there was a mileage discrepancy. What happened Mr H acquired a used Ford van in August 2021, using a... (4 pages)View decision -
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 DRN8118408
12 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs S have complained that Lloyds TSB Bank Plc failed to inform them that it was unable to obtain a charge over their business partners’ property as security for lending to the partnership.backgroundIn 2006 Mr and Mrs S entered into a partnership with another married couple fo... (2 pages)View decision -
Decision Reference DRN5112759
12 Aug 2014 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M and his representative complain about the additional premium Liverpool Victoria Insurance Company Limited (“LV”) charged when he changed the vehicle on his motor insurance policy.backgroundLV charged Mr M an additional premium when he substituted a vehicle on his motor insurance ... (2 pages)View decision