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 4303 results
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Decision Reference DRN-5066823
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5066823 The complaint Mr D complains that Hastings Insurance Services Limited (“Hastings”) mishandled his motor insurance policy. What happened In 2022, Mr D got a new car. For the year from late January 2024, Mr D had an insurance policy to cover his car through Hastings (an insu... (3 pages)View decision -
Decision Reference DRN3205006
9 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to him in 2011. Mr P has said that he was told he had to take out the Platinum account in order to get an overdraft. Mr P is also unhappy that there were difficulties aroun... (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 DRN-4634255
3 Apr 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4634255 The complaint Mrs B complains that Acromas Insurance Company Limited is responsible for mishandling a motor insurance policy. What happened Mrs B had a vehicle with a “53” registration plate. She had it insured on a policy with an insurer other than Acromas for the year from mi... (3 pages)View decision -
Decision Reference DRN1388611
19 Aug 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr A complains that AXA Insurance UK Plc paid a third party claim made under his motor insurance policy despite him saying he wasn’t involved in the incident. He also says that AXA won’t release his No Claims Discount (NCD).backgroundMr A complained immediately af... (2 pages)View decision -
Decision Reference DRN7432837
19 Feb 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr A complains that he was mis-sold a payment protection policy (PPI) in connection with a credit card with The Royal Bank of Scotland Plc (RBS).backgroundMr A took out a credit card with RBS in January 2004. PPI was added at the same time.The PPI was paid by a regular premium of 77p... (2 pages)View decision -
Decision Reference DRN8405660
5 Sep 2014 Experian Limited Not upheldBanking and creditMr T complains that Experian Limited will not comply with his instruction to remove financial associations with his wife that are showing on his credit report. background Mr T accepts that, for the purposes of credit reference information, some limited registration of financial associat... (2 pages)View decision -
Decision Reference DRN2383877
10 Jan 2019 Mortgage Compare Limited Not upheldBanking and creditMs A complains that Mortgage Compare Limited trading as Mortgage and Insurance Professionals (“MIP”) acted unfairly and unreasonably when acting as her mortgage broker. She wants a county court judgment (“CCJ”) removed from her credit records.backgroundMs A wanted a mortgag... (2 pages)View decision -
Decision Reference DRN4570082
12 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditFor the reasons I’ve explained, my final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr U either to accept or reject my decision before 12 February 2015. Niall Taylor ombudsman at the Financial Ombudsman Ser... (2 pages)View decision -
Decision Reference DRN3699219
18 Jul 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains that U K Insurance Limited (“UKI”) wrongly put her name in a letter it sent to a third party after she made a claim on her motor insurance policy following an accident.backgroundMrs A’s car was hit by a motorbike driven by an unidentified driver whilst it was parked outside... (2 pages)View decision
