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 4568 results
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Decision Reference DRN1904679
26 Nov 2015 HSBC Bank plc UpheldBanking and creditMr H complains that HSBC Bank plc wrongly registered credit information relating to another individual on his credit file.background Mr H says he had, for some time, found it difficult to get credit and didn’t know why. He eventually obtained his credit file and disc... (2 pages)View decision -
Decision Reference DRN3152929
31 Jan 2018 BUPA Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that BUPA Insurance Limited failed to apply a discount to her private medical insurance policy.backgroundIn 2009, Ms W qualified to be a doctor. She says she told BUPA after she qualified, as she was aware that she’d be entitled to a premium discount ... (2 pages)View decision -
Decision Reference DRN-4535534
10 Jan 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4535534 The complaint Mr A has complained that Sabre Insurance Company Limited unfairly cancelled his taxi insurance policy. All reference to the insurer Sabre includes its agents. What happened Mr A bought a taxi insurance policy in April 2023 with the insurer Sabre. Sabre asked Mr A ... (2 pages)View decision -
Decision Reference DRN-3505105
27 Sep 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3505105 The complaint Mr B says he instructed Hargreaves Lansdown (‘HL’), on 27 July 2020, to arrange a transfer of his Self-Invested Personal Pension (‘SIPP’) from The Prudential Assurance Company Limited (‘Prudential’). Prudential was the ceding firm and HL was the receiver in the tr... (5 pages)View decision -
Decision Reference DRN-4038732
27 Mar 2023 Brown Shipley & Co Limited UpheldInvestmentsDRN-4038732 The complaint Mr R and Mrs R complain that Brown Shipley & Co Limited delayed the transfer of funds from Mrs R’s General Investment Account (GIA) to Mr R’s individual Savings Account (ISA) and this caused Mr R a financial loss resulting in the loss of some of his 2019/20 IS... (4 pages)View decision -
Decision Reference DRN-5373323
10 Apr 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5373323 The complaint Mr T complains about how Hastings Insurance Services Limited trading as Hastings Direct (Hastings Direct) dealt with a proposed cancellation of his policy and refunds due. References to Hastings Direct in this decision include their agents. Mr T was supported... (5 pages)View decision -
Decision Reference DRN-4457418
19 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457418 The complaint Miss G complained because Bank of Scotland plc, trading as Halifax, refused to refund her for transactions she said she didn’t make. What happened On 5 September 2023, a new device was registered to Miss G’s Halifax account. Before this was confirmed, Halifax rang... (3 pages)View decision -
Decision Reference DRN-4638646
22 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4638646 The complaint Mr K complains about the service he received from U K Insurance Limited (UKI) after making a claim under his car insurance policy. What happened Mr K’s car was insured with UKI. In March 2022 Mr K’s car was damaged in an accident, so he made a claim to UKI. Mr K s... (3 pages)View decision -
Decision Reference DRN3223707
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMrs C complains about her experience after requesting the return of the deeds to her property from National Westminster Bank Plc.background Mrs C first took out a mortgage with NatWest in 2009. This was redeemed in 2010. Mrs C took out a buy-to-let mortgage secured on... (2 pages)View decision -
Decision Reference DRN-2885456
3 Aug 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-2885456 The complaint Mr O complains that Transunion International UK Limited (Transunion) failed to report he was registered on the electoral roll. What happened In August 2020 Mr O noticed he wasn’t recorded on the electoral roll when checking his credit report. In September 2020 Tr... (2 pages)View decision
