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 4245 results
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Decision Reference DRN3261514
31 Oct 2019 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr J complains that Covea Insurance plc has refused to pay for a damaged wall, under his buildings insurance policy.backgroundThe outside wall at Mr J’s property was damaged. He thinks the cause was an impact from a car or a van. He was ordered by the Council earlier this year to take some... (3 pages)View decision -
Decision Reference DRN-1562495
14 Sep 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1562495The complaintMr K has complained that Aviva Insurance Limited didn’t meet all of the costs to repair his car following a claim he made under his car insurance policy. What happenedIn April 2019 Mr K contacted his insurer, Aviva to say that three weeks before a third party vehicl... (3 pages)View decision -
Decision Reference DRN-4874317
25 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4874317 The complaint Miss M is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim on her motor insurance policy. What happened Miss M was involved in a car accident as she collided with an oncoming vehicle after turning right at a junction. When she reported... (3 pages)View decision -
Decision Reference DRN0123491
28 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclays Bank Plc (“Barclaycard”) caused a job offer that had been made to him to be withdrawn as a result of incorrect, adverse information it recorded on his credit file. He is seeking compensation for having lost the employment opportunity.background Barclaycard... (2 pages)View decision -
Decision Reference DRN-4999911
16 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4999911 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN5324528
19 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs U have complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to them in 2007. They pay a monthly fee for the account which provides some benefits.backgroundWhen Lloyds looked at Mr and Mrs U’s complaint it agreed that they ... (2 pages)View decision -
Decision Reference DRN8675066
27 Nov 2015 HSBC Bank plc Not upheldInsurance (excluding PPI)Mr P is unhappy as he feels that HSBC Bank plc failed to explain his Sickness Choice and Unemployment Choice policies to him. He has said that HSBC did not explain the waiting times applicable to claims or that he would need to register with the Department for Work... (3 pages)View decision -
Decision Reference DRN9246384
15 Jun 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the way UK Insurance Limited (“UKI”) handled the claim he made under his car insurance policy.backgroundI considered the complaint and issued a provisional decision as below – Mr M was involved in an incident whilst driving his car along a main r... (3 pages)View decision -
Decision Reference DRN8480345
30 Oct 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr K complained that he was mis-sold a regular premium payment protection insurance (PPI) policy in connection with a credit card by The Royal Bank of Scotland plc (RBS) in March 2000. my findingsI have considered all the available evidence and arguments to decide what is fair and reasona... (3 pages)View decision -
Decision Reference DRN1372922
12 Feb 2016 Bank of Scotland Plc Not upheldBanking and creditMrs C has complained that Bank of Scotland plc (trading as Halifax) mis-sold a Ultimate Reward Current Accounts (URCA) to her. She pays a monthly fee for the account which offers several benefits in return.backgroundHalifax records show that Mrs C opened a fee free a... (2 pages)View decision
