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 4563 results
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Decision Reference DRN4708960
7 Mar 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs and Mr A complain about the way in which Tesco Underwriting Limited dealt with their claim, after their car was written off in an accident on 27 October 2016. They say: There was a delay in Tesco telling them the car was a category B total loss; Tesco didn’t ke... (2 pages)View decision -
Decision Reference DRN-4662335
12 Mar 2024 Wakam Not upheldInsuranceDRN-4662335 The complaint Mr A complains Wakam unfairly recorded a motor insurance claim against him and increased his monthly premiums. Wakam’s been represented by agents for the claim and complaint. For simplicity I’ve referred to actions of agents as being Wakam’s own. Mr A’s been repre... (2 pages)View decision -
Decision Reference DRN-5451484
2 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5451484 The complaint Mr and Mrs D have complained that BUPA Insurance Limited won’t agree for Mrs D to see a particular therapist under a claim made on a private medical insurance policy. As it is Mrs D leading on the complaint, I will mostly just be referring to her in this decis... (3 pages)View decision -
Decision Reference DRN-2954096
24 Aug 2021 By Miles Ltd Not upheldInsuranceDRN-2954096 The complaint Mrs K complains that By Miles Ltd cancelled her motor insurance policy. She wants it to reinstate the policy and remove records of the cancellation. And she wants compensation for her trouble and upset and increased premiums due to the cancellation. Mrs K is repre... (2 pages)View decision -
Decision Reference DRN6785857
6 Nov 2015 Aberdeen Asset Managers Limited Not upheldInvestment and pensionsMr S complained about the problems he experienced accessing his Individual Savings Account (ISA) held by Aberdeen Asset Managers Limited (the business). backgroundMr S complained to the business in 2014. He said he’d contacted its customer services department several times... (3 pages)View decision -
Decision Reference DRN1688339
3 Feb 2020 MBNA Limited Not upheldBanking and creditMr L complains that MBNA Limited declined his claim under section 75 of the Consumer Credit Act 1974 in relation to the misrepresentation of a used car.backgroundIn January 2019 Mr L bought a second hand Jaguar car in an online auction. He paid about £2,000 (in euros) with his MBNA credit ... (2 pages)View decision -
Decision Reference DRN-4544507
20 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4544507 The complaint Mr S complains that Lloyds Bank PLC didn’t honour an agreement to pay for the legal fees he incurred when he moved his mortgage to Lloyds, and didn’t refund the fees either. What happened Mr S bought his property in 2021, using a mortgage with another lender. In 2... (3 pages)View decision -
Decision Reference DRN3736129
27 Mar 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs Z have complained that UK Insurance Limited (“UKI”) have declined their claim for the loss of Mrs Z’s dental crown when they were initially told that the claim would be met.backgroundMrs Z’s dental crown was, accidentally, thrown away and she rang UKI to see if this loss ... (2 pages)View decision -
Decision Reference DRN1840652
18 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr B complains about the default registered on his credit file by Lloyds Bank plc (previously Lloyds TSB Bank Plc). He also says that the account should have been converted to a student account in 2007 and should not have been converted to a graduate account in 2012. backgroundIn 2007, M... (2 pages)View decision -
Decision Reference DRN-2385204
4 Feb 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2385204 The complaint Mr R and Mr R complain about their mortgages with Bank of Scotland plc trading as Halifax. What happened Mr R and Mr R own two properties which are next door to each other. Both are mortgaged to Halifax. Mr R and Mr R decided to carry out building works to the pro... (3 pages)View decision
