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 4310 results
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Decision Reference DRN-2838601
19 Jul 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2838601 The complaint Mrs R has complained that Admiral Insurance Company Limited undervalued her van when it settled a claim for the van’s theft on her motor insurance policy. What happened Mrs R had a van which she converted into a campervan. It was stolen and Mrs R claimed on her p... (2 pages)View decision -
Decision Reference DRN3751844
24 Oct 2017 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs C is complaining that Liverpool Victoria Insurance Company Limited (‘LV’) didn’t obtain CCTV footage of a third party's vehicle hitting her car. She says it should’ve got this as her car insurance provider.backgroundMrs C’s car was hit by a third party's ve... (2 pages)View decision -
Decision Reference DRN-4886931
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4886931 The complaint Mr B has complained that Haven Insurance Company Limited recorded a fault claim against him when it didn’t carry out an adequate investigation into a claim he made under his motor insurance policy. What happened The background to this complaint is well known to Mr... (2 pages)View decision -
Decision Reference DRN0344889
4 Aug 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss J complains that Royal & Sun Alliance Insurance Plc (RSA) cancelled her motor insurance policy from the start. It did this after finding that her daughter was the registered keeper of the insured car. She wants it to reinstate the policy and deal with her... (2 pages)View decision -
Decision Reference DRN4969211
2 Jul 2018 Secure Trust Bank Plc Not upheldBanking and creditMs H complains that Secure Trust Bank Plc terminated her finance agreement and wouldn’t accept payments from her.backgroundMs H bought a car in late 2012 with finance provided by Secure Trust. She missed a payment in January 2016 and from October 2016 onwards she misse... (2 pages)View decision -
Decision Reference DRN3355326
6 Aug 2019 Virgin Money plc UpheldBanking and creditMiss B complains that Virgin Money plc will not backdate the date of a default to October 2016.backgroundMiss B says she entered into a debt management plan with Virgin in October 2016 but she says it wasn’t until November 2017 that it registered a default on her credit file. Miss B says t... (2 pages)View decision -
Decision Reference DRN2462964
8 Oct 2013 MoneyGram International Limited Not upheldBanking and creditMr A complains that MoneyGram International Limited failed to give him sufficient warning of the risks associated with a payment he was making, and allowed the recipient to collect the money on the basis of fake proof of identity. backgroundMr A responded to an internet advertisement... (2 pages)View decision -
Decision Reference DRN1182793
31 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs Y has complained about the Advantage Gold packaged bank account that National Westminster Bank Plc (NatWest) sold to her in June 2008. backgroundMrs Y says that NatWest recommended the account to her and that she doesn’t know why because it was of no use to her.... (2 pages)View decision -
Decision Reference DRN2113725
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr S complains NewDay Ltd (trading as Opus) sent him a default notice when it shouldn’t have.backgroundMr S initially complained that Opus had registered a default on his credit file without telling him. Opus accepted it hadn’t sent a notice of intent to file a defau... (2 pages)View decision -
Decision Reference DRN3247701
1 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr C has complained that Lloyds Bank PLC mis-sold a Platinum packaged bank account to him in 2010. He paid a monthly fee for the account, which offered a number of benefits in return.Mr C has used a claims management company (CMC) to bring his complaint to us. backg... (2 pages)View decision
