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 DRN-3997438
2 Mar 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3997438 The complaint Ms A complains that TSB Bank plc unfairly restricted and closed her accounts. What happened Ms A is the owner and director of a company, which I’ll refer to as “M”. Both Ms A and M banked with TSB. Ms A held a current account and savings account with the bank. M o... (3 pages)View decision -
Decision Reference DRN7163941
20 Nov 2015 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mrs O has complained that Markerstudy Insurance Company Limited unfairly cancelled her policy and refused to deal with a claim she made under her motor policy. Mrs O made a claim to Markerstudy following the theft of her car.backgroundMrs O bought a short term moto... (2 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 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 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 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 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 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 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 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
