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 4373 results
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Decision Reference DRN9400061
8 May 2017 Mulsanne Insurance Company Limited Not upheldInsurance (excluding PPI)Ms B is unhappy Mulsanne Insurance Company Limited has unfairly refused to deal with her claim under her motor insurance policy.backgroundMs B took out a policy with Mulsanne in February 2016. In May 2016, Ms B’s car was involved in an accident. It had later been r... (2 pages)View decision -
Decision Reference DRN-3382026
7 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3382026 The complaint Mr P complains that Barclays Bank UK PLC (“Barclays”) wrongfully prevented a payment he instructed for an investment through a third-party company. What happened Mr P holds a bank account with Barclays. He also holds an account with a third-party company which buy... (2 pages)View decision -
Decision Reference DRN-3292857
4 Mar 2022 One Sure Insurance Limited Not upheldInsuranceDRN-3292857 The complaint Mr O complains that One Sure Insurance Limited mishandled his commercial vehicle insurance policy. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happened One Sure acted as an inte... (3 pages)View decision -
Decision Reference DRN-2711073
22 Mar 2022 Mattioli Woods PLC Not upheldPensions and AnnuitiesDRN-2711073 The complaint Mr H complains about the way Mattioli Woods PLC (MW) has administered his Self-Invested Personal Pension (SIPP). What happened In 2012, Mr H’s occupational pension was transferred into an ‘Essential SIPP’ which was operated by Stadia Trustees Limited (STL). The fu... (7 pages)View decision -
Decision Reference DRN-3456122
29 Apr 2022 Bank of Scotland Plc UpheldMortgagesDRN-3456122 The complaint Mr B and Ms M complain about the refusal by Bank of Scotland plc trading as Halifax to approve their application to remortgage in their names a property that was in the legal ownership of Ms M and her former husband, Mr M. What happened Ms M and her ex-husband div... (8 pages)View decision -
Decision Reference DRN2784048
28 Jun 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain they were misled by Aviva Insurance Limited when they made a claim on their motor insurance.backgroundMr and Mrs M say they were given misleading advice by Aviva when they spoke to its representative after an accident. They say they were led ... (2 pages)View decision -
Decision Reference DRN4168365
5 Mar 2020 Hitachi Capital (UK) Plc Not upheldBanking and creditMr G is unhappy with the way Hitachi Capital (UK) Plc handled two fraudulent loan applications made in his name. backgroundIn June 2018 Hitachi received an online application for a £4,000 loan, apparently from Mr G. In fact, Mr G hadn’t made the application; a fraudster had, using some of ... (2 pages)View decision -
Decision Reference DRN-4456130
14 Nov 2023 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4456130 The complaint Miss G is unhappy with the service she received from AA Underwriting Insurance Company Limited (the AA) after she reported her car had been hit by a third party. What happened In December 2021 Miss G’s vehicle was parked and unattended when it was hit by a third-p... (3 pages)View decision -
Decision Reference DRN9791060
19 Apr 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that Ageas Insurance Limited hasn’t recovered her excess after she was in an incident and a claim was made on her motor insurance policy. She’s unhappy that Ageas said she would be considered at fault for the incident and it won’t take the matter ... (2 pages)View decision -
Decision Reference DRN-4413361
8 Jan 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4413361 The complaint Mr H and Mrs H have complained that Premier Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim for damage to their car. What happened Mr H made a change of car through his broker’s onli... (2 pages)View decision
