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 4212 results
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Decision Reference DRN1958950
24 May 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy.backgroundMr G was involved in an accident in which his car was damaged. Ageas said it was beyond economic repair. Mr G complained that his insurer sold the car to someone e... (3 pages)View decision -
Decision Reference DRN4249478
10 Oct 2013 Northern Rock (Asset Management) plc Not upheldBanking and creditMr N complains that he was mis-sold a mortgage with Northern Rock (Asset Management) plc, trading as NRAM, and that it appointed Law Property Act receivers to take responsibility of the management of his three properties when he disputed his mortgage accounts.backgroundAfter receiving... (2 pages)View decision -
Decision Reference DRN9771767
27 Dec 2017 UCB Home Loans Corporation Ltd Not upheldBanking and creditMr O complains that UCB Home Loans Corporation Ltd sold his property was too little after it repossessed it. He wants matters put right.backgroundMr O had a buy-to-let mortgage with UCB but got into arrears. UCB repossessed the property and later sold it in an auct... (2 pages)View decision -
Decision Reference DRN-4354334
20 Dec 2023 esure Insurance Limited Not upheldInsuranceDRN-4354334 The complaint Mr A complains that esure Insurance Limited (‘Esure’) unfairly settled a third party’s motor insurance claim and decided he was at fault for an alleged accident. What happened Mr A had a fully comprehensive motor insurance policy with Esure. In April 2023, Mr A’s ... (2 pages)View decision -
Decision Reference DRN3575963
28 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr S complains that Barclays Bank PLC wrongly reported that he had made a fraudulent account application. This has affected his ability to borrow elsewhere.backgroundMr S applied for a business account with Barclays in 2012. He was asked to give details of all the pro... (2 pages)View decision -
Decision Reference DRN-3889322
17 Apr 2023 Digital Moneybox Limited Not upheldInvestmentsDRN-3889322 The complaint Mr B complains that Digital Moneybox Limited (‘Moneybox’) failed to open a Lifetime ISA (‘LISA’), even though he completed his LISA application several days before his 40th birthday deadline date. To put things right, Mr B wants to be able to pay into his LISA and... (5 pages)View decision -
Decision Reference DRN1324003
27 Apr 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr E complains that Admiral Insurance Company Limited is accepting liability on his behalf for an accident he wasn’t involved in. He would like Admiral to defend the claim and compensate him for the stress and anxiety this has caused.backgroundAdmiral was notified ... (2 pages)View decision -
Decision Reference DRN3725997
7 Apr 2016 Black Horse Limited Not upheldBanking and creditMr A complains, in summary, that Black Horse Limited (“BHL”) had acted unfairly in terminating his hire purchase agreement with it.backgroundMr A had entered into a hire purchase agreement with BHL to acquire a car on 27 July 2015. On 17 August 2015, Mr A’s car was ... (2 pages)View decision -
Decision Reference DRN6802661
22 Feb 2016 Bank of Scotland Plc UpheldBanking and creditMr and Mrs M complained because Bank of Scotland plc, trading as Halifax, couldn’t find their original deeds. background Mr and Mrs M remortgaged with Halifax in 1998, using Halifax’s solicitors. Their deeds were placed in Halifax’s Deedsafe. In 2012, Mr and Mrs M asked ... (2 pages)View decision -
Decision Reference DRN7250336
10 Feb 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms A and Mr B are unhappy about the delays and outstanding costs regarding their household claim. The policy is provided by Aviva Insurance Limited.background Following damage to their property Ms A and Mr B made a claim to Aviva. Unfortunately, the claim had many aspects to it and it ... (2 pages)View decision
