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 4385 results
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Decision Reference DRN-4465723
20 Nov 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4465723 The complaint Mr and Mrs P complain that Nationwide Building Society did not register a Lasting Power of Attorney (LPOA). Mr and Mrs P are represented by their son in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as bein... (4 pages)View decision -
Decision Reference DRN-3142451
14 Mar 2022 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3142451 The complaint Mr B complains that Scottish Widows Limited failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to an occupational pension scheme (OPS) in early 2013. What happened Mr B has been assisted in making his complaint b... (5 pages)View decision -
Decision Reference DRN-3083491
10 Nov 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-3083491 The complaint Mr H has complained that Admiral Insurance Company Limited (‘Admiral’) declined his claim under his motor insurance policy and avoided the policy following theft of his vehicle. What happened Mr H added a vehicle to his motor insurance policy with Admiral in 2017.... (4 pages)View decision -
Decision Reference DRN9947565
27 Feb 2020 Vitality Health Limited UpheldInsurance (excluding PPI)Mr D complains that Vitality Health Limited declined his claim against his private medical insurance policy. background The background to this complaint was set out in my provisional decision of 8 January 2020, an extract of which is attached and forms part of this final decision. So, I ... (6 pages)View decision -
Decision Reference DRN-5142802
13 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5142802 The complaint Mrs G is unhappy with the way esure Insurance Limited (esure) have reported a claim she made under her motor insurance policy. Mrs G is being represented by a family member in this complaint, but for ease I have referred to Mrs G throughout. What happened In Ma... (4 pages)View decision -
Decision Reference DRN-4339807
12 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4339807 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) failed to refund transactions from her account that she didn’t recognise. What happened Miss E reported numerous unusual transactions from her account and initially believed it was someone who she knew who was respon... (4 pages)View decision -
Decision Reference DRN-4067579
20 Jul 2023 Motability Operations Limited UpheldConsumer CreditDRN-4067579 The complaint Mr B complains that Motability Operations Limited mishandled an insurance claim when the car he had hired from it was stolen. Mr D says this has caused him significant distress, inconvenience and financial loss. What happened Due to health conditions Mr B was enti... (4 pages)View decision -
Decision Reference DRN-3147509
7 Nov 2021 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-3147509 The complaint Mr M complains on behalf of “R”, a limited company, that Allied World Assurance Company (Europe) dac (“Allied World”) unfairly voided and terminated R’s buildings insurance policy. What happened R is a company which was formed by the leaseholders of a residential... (4 pages)View decision -
Decision Reference DRN-3417945
12 Sep 2022 Westfield Contributory Health Scheme Not upheldInsuranceDRN-3417945 The complaint Mr K complains about how Westfield Contributory Health Scheme dealt with his private health insurance claim. What happened Mr K has a private health insurance cash back plan insured by Westfield. On or about 1 June 2021 Mr K saw a doctor abroad who sent him a repo... (4 pages)View decision -
Decision Reference DRN9559912
13 Dec 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D has complained that Calpe Insurance Company Limited unfairly cancelled his car insurance policy and looked to recover third party claim costs from him. backgroundMr D bought a car insurance policy with Calpe. In March 2018 Calpe received a claim from a third party’s representative (TP... (5 pages)View decision
