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-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 DRN-3819809
30 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3819809 The complaint Mr H is unhappy because Metro Bank PLC (‘Metro’) did not reimburse the money he transferred to a fraudster. What happened Mr H is represented in this case but for ease, I’ll refer to Mr H throughout this decision. Mr H says that he was contacted on social media by... (4 pages)View decision -
Decision Reference DRN0051867
4 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMiss B complains that Bank of Scotland plc (trading as Halifax) failed to explain to her that the credit card repayment plan she entered would not prevent arrears from accruing on her account, or stop her account from going into default. She says the default that Halifax registered on ... (5 pages)View decision -
Decision Reference DRN-4665697
6 Mar 2024 Well Dunn Limited Not upheldInsuranceDRN-4665697 The complaint Mr G and his friend Mr W complain that Well Dunn Limited mishandled a commercial vehicle policy. What happened The complaint concerns a van that had first been registered in the year 2000. Mr G acquired the van in about 2018. On 3 August 2020, Mr G took out a cour... (5 pages)View decision -
Decision Reference DRN-4421297
6 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4421297 The complaint Mr M1 complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline claims made on his motor insurance policy. What happened Mr M1 held a motor insurance policy, underwritten by LV. Mr M2, the son of Mr M1, was listed as a named... (4 pages)View decision -
Decision Reference DRN-4222324
4 Jul 2023 Wakam Not upheldInsuranceDRN-4222324 The complaint Mr C complains that Wakam undervalued his car when handling a claim on his motor insurance policy. Mr C is also unhappy that Wakam didn’t give him the opportunity to retrieve his personal belongings from the car before moving it to a different location. Reference ... (5 pages)View decision -
Decision Reference DRN-3444715
21 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3444715 The complaint Mr G complains that a car he acquired via a conditional sale agreement with Santander Consumer (UK) Plc was mis-sold to him. What happened In January 2019 Mr G saw an advertisement for a used car. The supplying dealer stated that its policy was to provide cars wit... (4 pages)View decision -
Decision Reference DRN6224256
2 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr R1 brings this complaint in his capacity as Executor of the estate of his father, Mr R2. His complaint is that Bank of Scotland plc (trading as Halifax) has failed in its duty of care to his mother, Mrs R, when it granted a lifetime equity release mortgage ... (5 pages)View decision -
Decision Reference DRN-5210114
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210114 The complaint O – a limited company – complains about the way that HSBC UK Bank Plc handled an application for a commercial mortgage. What happened O applied for a commercial mortgage with HSBC. O complains about how HSBC handled that application: There were many issues wi... (5 pages)View decision -
Decision Reference DRN-5271047
20 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5271047 The complaint Mr F complains about how his insurer, esure Insurance Limited (esure) valued his vehicle as a total loss following an accident. Any reference to esure in this decision includes their agents. What happened In August 2024 Mr F’s vehicle was involved in an accid... (5 pages)View decision
