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 4563 results
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Decision Reference DRN0559454
18 Jul 2016 Aviva Health UK Limited Not upheldInsurance (excluding PPI)Mr S isn’t happy with the way that Aviva Health UK Limited (“Aviva”) treated him when he made a claim on his private medical insurance policy. backgroundMr S arranged an operation through Aviva. He used a hospital that was nominated by Aviva. There was a complication ... (2 pages)View decision -
Decision Reference DRN-4434222
30 Nov 2023 Dudley Building Society Not upheldBanking and PaymentsDRN-4434222 The complaint Mr D complains that he was unable to log into his one-year bond account with Dudley Building Society. What happened In October 2022 Mr D took out a one-year fixed rate bond with Dudley. In July 2023, he successfully registered for its online service. However when ... (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 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 DRN7440082
4 Mar 2016 1st Credit Limited Not upheldBanking and creditMs M complains that 1st Credit Limited wrongly refuses to remove adverse data registered on her credit file.backgroundMs M owed debts to a bank.1st Credit bought the debts and took legal proceedings against Ms M to recover the money. Ms M says that 1st Credit fail... (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 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 -
Decision Reference DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN-1936623
20 Oct 2020 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-1936623 The complaint Mr S complains that Transunion International UK Limited (TU) failed to record correct information on his credit file relating to his electoral roll registration. He wants the record corrected and compensation. What happened Mr S tells us that he’s been trying to g... (2 pages)View decision
