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 4361 results
-
Decision Reference DRN-4933619
30 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4933619 The complaint Mr E complains that Advantage Insurance Company Limited increased its quote for a motor insurance policy. What happened Mr E looked for a new policy through an online comparison site. He found one with Advantage, but he said that when he was directed to Advant... (2 pages)View decision -
Decision Reference DRN-4789948
10 May 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4789948 The complaint Mr L complains about how Automobile Association Insurance Services Limited (AA) sold him a breakdown insurance policy online. This decision covers the complaint made by Mr L to AA and included in their final response letter issued in December 2023, that his policy... (4 pages)View decision -
Decision Reference DRN-5555311
16 May 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5555311 The complaint Mr M complains that due to an administrative error by Automobile Association Insurance Services Limited (AAISL) he was stopped by the Police for driving without insurance and given a fine and six points on his driving licence. Mr M also says he incurred the cos... (5 pages)View decision -
Decision Reference DRN7688466
18 Aug 2017 Close Brothers Limited UpheldBanking and creditMs E complains that Close Brothers Limited (trading as Close Brothers Motor Finance) is responsible for mis-selling a hire purchase (HP) agreement.backgroundMs E’s partner wanted a motorcycle. In 2015 a motorcycle dealer supplied one. He arranged HP in the name of M... (3 pages)View decision -
Decision Reference DRN1583438
8 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs B, as attorney for Miss P, complains about the way HSBC UK Bank Plc has handled an Enduring Power of Attorney (“EPA”). backgroundMrs B says she met with HSBC in September 2018 and asked to be added to Miss P’s account under a Power of Attorney to assist wit... (3 pages)View decision -
Decision Reference DRN1887939
21 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs P has complained that Lloyds Bank PLC is unreasonably refusing her access to money in her account. Lloyds has asked Mrs P to provide certain information, but Mrs P thinks Lloyds’ request is unreasonable. backgroundA large sum of money was paid into Mrs P’s account. Lloyds told Mrs P it... (2 pages)View decision -
Decision Reference DRN7782654
27 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMiss E complains that Bank of Scotland plc (trading as Halifax) (“Halifax”) failed to note her change of address, resulting in a default registration being made about her debt, without her knowledge.our initial conclusionsHalifax said the default notice had been sent to the addr... (2 pages)View decision -
Decision Reference DRN-5280182
22 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5280182 The complaint Mr A complains that Haven Insurance Company Limited (Haven) has recorded a fault claim against his taxi insurance policy. What happened Mr A had a taxi insurance policy with Haven which covered a vehicle he was using as a taxi. In December 2022 the insured ve... (2 pages)View decision -
Decision Reference DRN4563150
19 Mar 2018 Southern Rock Insurance Company Limited Not upheldInsurance (excluding PPI)Miss C complains that Southern Rock Insurance Company Limited didn’t investigate a claim she made on her motor insurance policy properly, which led to financial loss for her. Any reference to Southern Rock in this decision includes its agents. backgroundOn 4 November 20... (2 pages)View decision -
Decision Reference DRN5077097
11 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMr M and Mrs S complain in their capacity as executors for the late Mrs M. They complain National Westminster Bank Plc lost the deeds to the late Mrs M’s house, as well as other documents, which had been entrusted to it for safekeeping.As Mr M’s been the main cor... (2 pages)View decision
