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 4269 results
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Decision Reference DRN1731445
9 May 2018 First Central Insurance Management Ltd Not upheldInsurance (excluding PPI)Mr B complains that First Central Insurance Management (FCIM) led him to believe that he’d insured two cars on his policy with them when in fact only one car was covered.background In 2011, Mr B insured his car, a Vauxhall Astra, with FCIM. In October 2017, he asked... (3 pages)View decision -
Decision Reference DRN4563790
10 Oct 2014 Barclays Bank Plc UpheldBanking and creditMr and Mrs J complain that Barclays Bank Plc put Mr J through defective security checks when he was trying to make a transfer from their account. They also complain that they have been subjected to other administrative failings, causing them to be unable to access their accounts.ba... (3 pages)View decision -
Decision Reference DRN5589284
16 May 2014 Tesco Personal Finance PLC UpheldBanking and creditMr N has complained that Tesco Personal Finance PLC has turned down his claim for a refund of the costs of a new kitchen which was never delivered. He paid a £200 deposit on his credit card.He complained to Tesco claiming a breach of contract under section 75 of the Consumer Credit A... (2 pages)View decision -
Decision Reference DRN-4066034
28 Jun 2023 Bank of Scotland Plc Not upheldConsumer CreditDRN-4066034 The complaint Mr K complains that Bank of Scotland plc trading as Halifax have unfairly registered defaults on his credit file. What happened Mr K took out two personal loans with Halifax in 2019 for the total value of £28,000. Mr K spoke to Halifax in November 2021 as he was e... (2 pages)View decision -
Decision Reference DRN-4704848
29 Apr 2024 First Central Insurance Management Limited Not upheldInsuranceDRN-4704848 The complaint Mr O complains that poor communication from First Central Insurance Management Limited’s (First Central) caused him to be pulled over by the police for not having a motor insurance policy. What happened Mr O was pulled over by the police on 13 January 2024 for dri... (2 pages)View decision -
Decision Reference DRN-5082241
30 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5082241 The complaint Mrs G complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle made with seven seats and first registered i... (3 pages)View decision -
Decision Reference DRN-3169703
16 Mar 2022 Gaudi Regulated Services Limited UpheldPensions and AnnuitiesDRN-3169703 The complaint Mr W has complained that Gaudi Regulated Services Limited (GRSL) allowed the transfer of his Self-Invested Personal Pension (SIPP) when it shouldn’t have done. He’s said GRSL didn’t carry out the required due diligence and as a result transferred his pension to a ... (10 pages)View decision -
Decision Reference DRN-4492347
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4492347 The complaint Mr B has complained about the way Covea Insurance plc has dealt with an alleged claim against his motor policy as this has increased his premium substantially. What happened Mr B was offered a three-year fixed motor premium by a well-known insurance intermediary. ... (5 pages)View decision -
Decision Reference DRN4786490
1 Jun 2018 Hiscox Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T trading as P has complained that Hiscox Insurance Company Limited (Hiscox) refused to pay out on a claim he made on his camera insurance policy. background I issued a provisional decision on this complaint in January this year. An extract follows:“Mr T took out a ... (5 pages)View decision -
Decision Reference DRN1012039
3 May 2019 Lookers Motor Group Limited Not upheldBanking and creditMr H complains he was mis-sold a personal contract hire finance agreement by Lookers Motor Group Limited. He wants to end the agreement.backgroundMr H tells us he first applied to have the agreement in the name of his business but was told he had to proceed with a ... (3 pages)View decision
