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 4323 results
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Decision Reference DRN5002331
11 Apr 2019 Lloyds Bank PLC Not upheldBanking and creditMs W has complained that Lloyds Bank Plc (“Lloyds”) mis-sold a Select account in 2007 and a Premier account to her in November 2009.backgroundPrior to this complaint being brought to this service, Lloyds put Ms W back in the position that she would have been in ha... (2 pages)View decision -
Decision Reference DRN-2421893
26 Jan 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2421893 The complaint Mr H complains that Great Lakes Insurance SE have declined his claim unfairly. What happened In July 2019, Mr H became responsible for two cats through a cat protection company. One of the cats (cat A) had a special diet due to a hereditary gut condition, and Mr H... (3 pages)View decision -
Decision Reference DRN7889656
24 May 2018 Santander Consumer (UK) Plc Not upheldBanking and creditMr G complains that Santander Consumer (UK) Plc sent him a letter which he says led him to believe that he didn’t need to make any further repayments under his car financing agreement. Santander later told Mr G it had sent the letter by mistake, and that his financ... (2 pages)View decision -
Decision Reference DRN7977351
7 Jun 2016 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr N complains that Tesco Underwriting Limited has recorded a fault claim against him on the Claims and Underwriting Exchange database (CUE). He says this has resulted in a huge increase in the cost of his car insurance for a claim that was nothing to do with ... (2 pages)View decision -
Decision Reference DRN-2277676
18 Dec 2020 esure Insurance Limited Not upheldInsuranceDRN-2277676 The complaint Miss M complains that esure Insurance Limited (“esure”) won’t provide her with a letter of indemnity after she was stopped by the police for driving her car without a valid motor insurance policy. What happened On 13 April 2020, Miss M bought a motor insurance pol... (3 pages)View decision -
Decision Reference DRN-3536525
21 Sep 2022 One Insurance Limited UpheldInsuranceDRN-3536525 The complaint Mrs H complains that One Insurance Limited (One) refused to pay a claim on her motor insurance because it said she had given incorrect information when taking out the policy. What happened Mrs H had motor insurance with One which she had taken out online. Her car ... (3 pages)View decision -
Decision Reference DRN3677989
22 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr H complains that National Westminster Bank Plc (“NatWest”) acted unfairly by possessing his property, selling the property too cheaply, and then asking him to pay the shortfall. He wants the shortfall written off and compensation.backgroundMr H is a professional land... (2 pages)View decision -
Decision Reference DRN2257931
1 Sep 2016 Barclays Bank Plc Not upheldBanking and creditC is a limited company and its complaint is brought by its representative, Mr B. Mr B complains that Barclays Bank Plc (trading as Barclaycard) has unfairly removed C’s merchant facility and registered information about it with fraud prevention databases. background... (2 pages)View decision -
Decision Reference DRN8618559
26 Jan 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined to pay his claim on his motor insurance policy following an accident. He wants it to pay the £5,000 claim.backgroundMr D said a van hit his car but he was unable to get the van’s details... (2 pages)View decision -
Decision Reference DRN8696082
26 Sep 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about how U K Insurance Limited, trading as Direct Line (UKI), has recorded a claim Mrs C made on her car insurance policy with it.backgroundMr and Mrs C both held car insurance policies with UKI. Mrs C was a named driver on Mr C’s policy.In Septe... (2 pages)View decision
