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 4393 results
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Decision Reference DRN0315128
3 Aug 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L, as a director of C, a limited company, complains that Liverpool Victoria Insurance Company Limited (“LV”) has refused the claim he’s made on C’s fleet insurance. The car he was driving wasn’t specifically listed on C’s policy at the time of the accident, but ... (2 pages)View decision -
Decision Reference DRN-4924713
3 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4924713 The complaint J, a limited company, has complained about HSB Engineering Insurance Limited. J approached HSB to provide a structural warranty for a building development, but HSB refused to provide cover. What happened J is a developer of properties. It seeks warranties for ... (2 pages)View decision -
Decision Reference DRN9998826
16 May 2013 Bank of Scotland Plc UpheldBanking and creditMr T complains that Halifax did not tell him that a default could be registered when he agreed to a repayment plan, and that it then told him that a default notice was just an update on his account.our initial conclusionsThe adjudicator recommended that Halifax should pay Mr T £... (2 pages)View decision -
Decision Reference DRN-1371630
19 Oct 2020 Tradex Insurance Company Limited Not upheldInsuranceDRN-1371630 The complaint A, a limited company, complains that Tradex Insurance Company limited declined a claim made on its commercial motor insurance policy. This complaint is brought on A’s behalf by Mr A, its director. He wants the claim paid in full. What happened Mr A was driving his... (2 pages)View decision -
Decision Reference DRN1131295
1 Mar 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about what happened when he tried to use the emergency insurance provided by Aviva Insurance Limited. Mrs S brings this complaint on her husband’s behalf.backgroundMrs S told us about two claims made on Mr S’s Aviva home emergency cover. Mrs S said tha... (4 pages)View decision -
Decision Reference DRN-4299441
6 Sep 2023 Equifax Limited UpheldConsumer CreditDRN-4299441 The complaint Mr M complains that third party information was recorded on his credit file by Equifax Limited trading as Equifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr M looked at ... (4 pages)View decision -
Decision Reference DRN-3423784
17 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3423784 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost after falling victim to a vehicle purchase scam. What happened The circumstances of this complaint are well known to both parties, so I will summarise them here. Briefly, Mr M found a utility vehicl... (4 pages)View decision -
Decision Reference DRN-4929558
25 Jul 2024 Coventry Building Society UpheldMortgagesDRN-4929558 The complaint Mr and Mrs M complain about the mortgage they took out with Coventry Building Society. They say the mortgage was mis-sold as they weren’t informed about Coventry’s lending policy and how this might affect them when they tried to port the mortgage. Mr and Mrs M ... (4 pages)View decision -
Decision Reference DRN0068482
16 Dec 2016 Covea Insurance plc UpheldInsurance (excluding PPI)Mr L, as director of D, a limited company, complains that Covéa Insurance plc rejected its claim for the theft a company vehicle.backgroundAs well as being a director of D, Mr L is an employee at a vehicle dealership. A vehicle owned by D was due to be serviced, ... (2 pages)View decision -
Decision Reference DRN-5329061
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5329061 The complaint Mrs C complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’)_ rejected her claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). Mrs C made the purchase along with her husband. But as the payment was made using her credit card, ... (4 pages)View decision
