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 DRN7410127
30 Oct 2015 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B’s complaint is about the handling of his legal expenses insurance claim byDAS Legal Expenses Insurance Company Limited.backgroundI issued a provisional decision on this matter in October 2015, part of which is copied below:“Mr B owns a garage specialising in high ... (5 pages)View decision -
Decision Reference DRN-4659155
11 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4659155 The complaint The Estate of Mr H (The Estate) complains about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim for the loss of its vehicle under a motor insurance policy. Any reference to LV in this decision includes their agents. This complaint was firs... (5 pages)View decision -
Decision Reference DRN-4274665
1 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4274665 The complaint Mr R complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car, first registered in early 2014. Mr R acquired it in 2017 ... (6 pages)View decision -
Decision Reference DRN-4560412
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4560412 The complaint Mr O has complained that Advantage Insurance Company Limited undervalued his car when he made a claim under his motor policy following the theft of his car. He also complained that Advantage made him forward documents to it more than once throughout his claim. Wha... (4 pages)View decision -
Decision Reference DRN6130878
7 May 2020 Curtis Banks Limited Not upheldInvestment and pensionsMr W, Mr M and Mr B agreed to jointly purchase a commercial property using their individual self-invested personal pension (SIPP) schemes. Curtis Banks Limited (“Curtis Banks”) was the operator of their SIPPs and the administrator for HMRC purposes. Mr W, Mr M and Mr B complain about the l... (6 pages)View decision -
Decision Reference DRN0687192
4 Aug 2017 BMW Financial Services (GB) Limited Not upheldBanking and creditMr H complains that BMW Financial Services (GB) Limited made a mistake in the mileage allowance in the finance agreement he entered into. He also disputes the charges applied since he tried to terminate the agreement.backgroundMr H says when he entered into an agreeme... (5 pages)View decision -
Decision Reference DRN-5011707
30 Sep 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5011707 The complaint Mr D has complained about the delays in transferring his pension held with Liverpool Victoria Financial Services Limited (‘LV’) to Legal and General (‘L&G’) to purchase an annuity. Mr D has stated that delays caused by LV resulted in a quoted annuity rate e... (5 pages)View decision -
Decision Reference DRN0555288
31 Oct 2014 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) unfairly registered information about him with a fraud prevention database.background Mr L opened an account with Halifax. Around six weeks later, two payments totalling £1,850 were credited to the account. On the same day t... (3 pages)View decision -
Decision Reference DRN-4457981
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4457981 The complaint Mr L has complained Barclays Bank UK PLC, trading as Barclaycard, didn’t refund him for unauthorised transactions and then required him to repay their legal costs after his judgement was set aside. What happened In 2022 Mr L asked Barclaycard to refund him for var... (2 pages)View decision -
Decision Reference DRN6731436
9 Nov 2018 Barclays Bank Plc Not upheldBanking and creditMr J has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Tech Pack bundle from its feature store in 2014.backgroundOne of our adjudicators has looked into Mr J’s complaint already and she didn’t think that Barclays mis-sold the feature store package. Mr J ... (2 pages)View decision
