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 DRN7785369
23 Sep 2013 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about the length of time it took National House-Building Council (‘NHBC’) to resolve the issue they reported regarding the chimney at their property. backgroundMr and Mrs A made a claim in December 2009 to NHBC under their Buildmark policy about the height o... (2 pages)View decision -
Decision Reference DRN8952069
7 Sep 2015 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs M complain that The Co-operative Bank Plc trading as Britannia (“Britannia”) lost the title deeds for their property. They want Britannia to pay for them to get advice about how to protect their property and to take action, and pay compensation.background... (2 pages)View decision -
Decision Reference DRN-2345843
29 Dec 2020 Covea Insurance plc Not upheldInsuranceDRN-2345843 The complaint Ms C had a motor insurance policy with Covea Insurance plc in 2018 when her car was written-off in an accident. She complains about the poor service she got from it afterwards. What happened Although the policy covered her for a ‘new for old’ replacement car, Ms C... (2 pages)View decision -
Decision Reference DRN4708960
7 Mar 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs and Mr A complain about the way in which Tesco Underwriting Limited dealt with their claim, after their car was written off in an accident on 27 October 2016. They say: There was a delay in Tesco telling them the car was a category B total loss; Tesco didn’t ke... (2 pages)View decision -
Decision Reference DRN-4662335
12 Mar 2024 Wakam Not upheldInsuranceDRN-4662335 The complaint Mr A complains Wakam unfairly recorded a motor insurance claim against him and increased his monthly premiums. Wakam’s been represented by agents for the claim and complaint. For simplicity I’ve referred to actions of agents as being Wakam’s own. Mr A’s been repre... (2 pages)View decision -
Decision Reference DRN4151339
28 Jun 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs P is unhappy with the way Admiral Insurance Company Limited has handled her claim under her motor insurance policy. Mr P is Mrs P’s representative in this complaint.backgroundIn August 2016 Mrs P was involved in a road traffic accident which wasn’t her fault. Mr... (2 pages)View decision -
Decision Reference DRN-2975812
15 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2975812 The complaint Mr P complains that National Westminster Bank Plc won’t refund debit card payments which were made as the result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (2 pages)View decision -
Decision Reference DRN-4376312
24 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4376312 The complaint Mr P and Mrs T have complained that Santander UK Plc won’t refund the money they lost to an investment they now believe was a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap th... (3 pages)View decision -
Decision Reference DRN1797659
27 Jun 2017 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr and Mrs S say Swinton Group Limited didn’t provide all the information they needed when they wanted to make a claim on their motor insurance policy after an accident that wasn’t their fault.backgroundMr and Mrs S bought the policy through Swinton. Mrs S says they ... (2 pages)View decision -
Decision Reference DRN3679327
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr R and Ms L complain that Bank of Scotland Plc trading as Halifax (“Halifax”) unfairly and unreasonably lost documents relating to their property. They want matters put right.backgroundMr R and Ms L took out a mortgage with Halifax in 1999. They said that there was... (2 pages)View decision
