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 DRN5637844
25 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr G has complained that his car insurer, Aviva Insurance Limited passed his information to third parties without his permission. Mr G called Aviva to tell it about an incident in September 2017.backgroundMr G bought a car insurance policy with Aviva. In September 201... (2 pages)View decision -
Decision Reference DRN-4947299
2 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4947299 The complaint Ms S has complained about the way Advantage Insurance Company Limited administered her motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of thi... (2 pages)View decision -
Decision Reference DRN6367416
2 Jun 2020 Tesco Personal Finance PLC UpheldBanking and creditMr B’s complaint is that Tesco Personal Finance Plc (Tesco) unfairly closed his account and registered a fraud marker against his name on the national fraud database, CIFAS.backgroundIn October 2015, Mr B noticed his two Tesco accounts were blocked. They were then closed without notice, an... (2 pages)View decision -
Decision Reference DRN-4241456
22 Nov 2023 Ageas Insurance Limited Not upheldInsuranceDRN-4241456 The complaint Mr J complains Ageas Insurance Limited (Ageas) unfairly settled his claim on his motor insurance policy after his car was declared a total loss. What happened In June 2023 Mr J made a claim on his motor insurance policy after his car was damaged in an incident. Ba... (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 -
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 DRN-4758065
31 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4758065 The complaint Ms J complains about delays caused to her mortgage application by Barclays Bank UK PLC which prevented her moving into her new property in a timely manner. What happened Ms J applied to Barclays for a mortgage on a flat and Barclays issued an offer dated 14 March ... (2 pages)View decision -
Decision Reference DRN-3766417
14 Nov 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3766417 The complaint Ms S complains that Liverpool Victoria Insurance Company Limited (LV) caused delays in a claim on her motor insurance policy. She wants her policy excess refunded. What happened Ms S was involved in a collision with a lorry that didn’t stop at the scene and so Ms ... (2 pages)View decision
