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 DRN7034639
12 Aug 2016 AXA Portfolio Services Limited UpheldInvestment and pensionsMr and Mrs W have complained that AXA Portfolio Services Limited (AXA) didn’t follow their instructions when they transferred their SIPP to a new platform. One of the investments in the SIPP was sold and held in cash, instead of being transferred in-specie as they’d r... (3 pages)View decision -
Decision Reference DRN4785511
12 Dec 2014 Bank of Scotland Plc UpheldBanking and creditMr J complains that Bank of Scotland plc (trading as Halifax) made a number of serious mistakes when closing his credit card account, causing him significant difficulty at a very inconvenient time. He also complains about the way Halifax dealt with his complaint.backgroundMr J took a cre... (3 pages)View decision -
Decision Reference DRN-3816872
16 Mar 2023 U K Insurance Limited Not upheldInsuranceDRN-3816872 The complaint G says that UK Insurance Limited trading as NIG (UKI) has undervalued his vehicle following a claim he made on his motor trade insurance policy. What happened Following an accident G’s vehicle was deemed a total loss. Initially UKI offered him £2,800... (3 pages)View decision -
Decision Reference DRN1658710
9 May 2013 FirstRand Bank Limited Not upheldBanking and creditMr M bought a car on hire-purchase terms to use as a taxi. He returned the car to the dealer when he discovered the mileometer reading was false. He complains that Carlyle Finance will not reimburse his lost earnings for the two weeks it took for his replacement car to be ready to ... (3 pages)View decision -
Decision Reference DRN8990657
1 Feb 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Miss C complains about the repairs U K Insurance Limited (UKI) made to her car under her motor insurance policy. She seeks additional compensation for her trouble and upset.backgroundMiss C was involved in a car accident and UKI took her car to its approved repairer... (2 pages)View decision -
Decision Reference DRN-4255966
21 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4255966 The complaint Mr G complains as attorney for his mother Mrs G, that Nationwide Building Society refused to allow him to make withdrawals from his mother's and late father's accounts. What happened In early December 2022 Mr G attended a branch of Nationwide and asked t... (3 pages)View decision -
Decision Reference DRN-4790564
13 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4790564 The complaint Mr L and Mrs P are unhappy with the settlement they received from esure insurance Limited “esure” after their car was declared a total loss. For ease of reading, I’ll just refer to Mr L throughout this decision. What happened In December 2023, Mr L made a claim... (3 pages)View decision -
Decision Reference DRN1875608
25 Jan 2018 FirstRand Bank Limited Not upheldBanking and creditMr A complains that a used van he acquired in January 2017 under a hire purchase agreement from FirstRand Bank Limited (trading as Motonovo Finance) (“Motonovo”) wasn’t of satisfactory quality or fit for purpose.background Shortly after he obtained the van, Mr A complaine... (3 pages)View decision -
Decision Reference DRN-4188731
14 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4188731 The complaint Mr B complains that esure Insurance Limited hasn’t offered a fair settlement for the total loss of his vehicle after a claim was made on his motor insurance policy. What happened Mr B had an accident in his car, so he made a claim under his motor insurance policy... (3 pages)View decision -
Decision Reference DRN-1992945
28 Sep 2020 Admiral Insurance Company Limited Not upheldInsuranceDRN-1992945The complaintMiss I complains that Admiral Insurance Company Limited (“Admiral”): paid out on a claim made by a third party (TP) under her motor insurance policy which wasn’t her fault; and didn’t keep her properly updated while it dealt with the claim.What happenedMiss I had ... (3 pages)View decision
