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 4755 results
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Decision Reference DRN8321659
6 Apr 2018 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs G, who holds a registered lasting power of attorney (POA) for Mr G, complains about the policy of Marks & Spencer Financial Services Plc, trading as M & S Bank, to require sight of the whole of the POA. backgroundIn May 2017 Mrs G visited a branch of M &a... (2 pages)View decision -
Decision Reference DRN1606036
28 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that Aviva Insurance Limited wrongly settled a claim against his van insurance policy, as he wasn’t involved in the incident in question.backgroundA third party told Aviva that an accident took place on 14 December 2016 and that the registration plate ... (2 pages)View decision -
Decision Reference DRN5727234
10 Oct 2014 Nationwide Building Society Not upheldBanking and creditMrs G, executor of the late Mrs K complains that Nationwide Building Society prevented her registration of a joint power of attorney and refused to allow her to register as executor of her late mother’s estate. She says that Nationwide’s actions prevented her from discovering misappropria... (4 pages)View decision -
Decision Reference DRN-3462814
9 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3462814 The complaint Mr B complains that Aviva Insurance Limited (trading as General Accident) unfairly declined his claim on his motor insurance policy. I refer to General Accident as GA and I include claims-handlers and others insofar as I hold GA responsible for their acts or omiss... (4 pages)View decision -
Decision Reference DRN0739046
4 Mar 2019 Close Brothers Limited Not upheldBanking and creditMrs M, represented by Mr M, complains that Close Brothers Limited sent information to an old address causing distress and costs.backgroundMrs M has a credit agreement with Close Brothers relating to her insurance policy. In October 2018, Mr M contacted Close Brothers ... (3 pages)View decision -
Decision Reference DRN2287373
11 Aug 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs F has complained that One Call Insurance Services Limited unfairly cancelled her motor insurance policy.background Mrs F bought a motor policy through a broker, One Call. She didn’t mention a notification only incident from 2013, so the insurer wanted Mrs F to provide... (2 pages)View decision -
Decision Reference DRN-4019961
1 Aug 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4019961 The complaint Mr N has complained about his experience when using the banking app for his account with The Co-operative Bank Plc (‘The Co-op’). What happened Mr N registered for The Co-op’s banking app. He wanted to use biometric authentication so that he could log into his acc... (4 pages)View decision -
Decision Reference DRN0902956
11 Jul 2016 Decidebloom Limited Not upheldBanking and creditMr R complains that a car was misrepresented to him by Decidebloom Limited, trading as Stoneacre. He also complains about a dent on the car, that he wasn’t provided with the warranty information and that his name was spelt incorrectly on the registration form.backgr... (2 pages)View decision -
Decision Reference DRN-3124158
15 Nov 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3124158 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (LV) avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. Mr K is being represented by a relative, Mr G in his complaint. What happened Mr K took out a ca... (3 pages)View decision -
Decision Reference DRN-2771617
3 Sep 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2771617 The complaint Mr T complained that AXA didn’t properly investigate his claim under his motor insurance policy, and this caused him financial loss. What happened Mr T’s car was parked in a supermarket car park when it was damaged by another car whose driver (the third party) lef... (2 pages)View decision