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 DRN3834650
1 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMrs P complains that Bank of Scotland plc (trading as Halifax) won’t refund her the money she spent on a service she didn’t receive.background In May 2016 Mrs P used her debit card to pay £495 to a company which promised to help her set up her own business. She ... (3 pages)View decision -
Decision Reference DRN-2670272
10 Mar 2022 Suffolk Life Pensions Limited Not upheldInvestmentsDRN-2670272 The complaint Mr Q complains Suffolk Life Pensions Limited trading as Curtis Banks Pensions (Suffolk Life) delayed the transfer of his Self-Invested Personal Pension (SIPP) to another provider. What happened In April 2019, Mr Q requested for his SIPP held with Suffolk Life be t... (3 pages)View decision -
Decision Reference DRN3571299
22 Dec 2016 NewDay Ltd UpheldBanking and creditMs M complains that NewDay Ltd trading as Aqua (NewDay) was slow to remove information about a fraudulently opened account from her credit file. background In December 2014, Ms M was the victim of an identify fraud. Someone opened a credit card account in her name. In M... (3 pages)View decision -
Decision Reference DRN-3401421
4 May 2022 West Bay Insurance Plc Not upheldInsuranceDRN-3401421 The complaint Mr C has complained that West Bay Insurance Plc trading as Zenith Insurance (Zenith) have avoided (treated it as if it had never existed) his van insurance policy and declined his claim following the theft of his van because of this. What happened Mr C’s van was s... (3 pages)View decision -
Decision Reference DRN0409389
12 Jan 2018 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss C has complained that Admiral Insurance Company Limited failed to return her personal belongings after she had an accident and made a claim on her motor insurance policy.backgroundMiss C was involved in a car accident and made a claim on her policy. She says sh... (3 pages)View decision -
Decision Reference DRN-4761464
8 Nov 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4761464 The complaint Mr T complains that Acromas Insurance Company Limited (“Acromas”) has unfairly declined a claim he made under his breakdown repair policy. What happened Mr T held breakdown repair cover with Acromas, which he took out over the phone in 2020. On 24 June 2022, he... (3 pages)View decision -
Decision Reference DRN-2836048
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836048 The complaint Mr D complains that NewDay Ltd trading as Marbles (Marbles) registered a default against him in July 2020 – when it should’ve been registered in 2018. What happened Mr D had a Marbles credit card with a limit of £2,200. In 2017, he was struggling to pay his debts.... (3 pages)View decision -
Decision Reference DRN-4704902
18 Apr 2024 Clear Score Technology Limited UpheldConsumer CreditDRN-4704902 The complaint Mr H complains that Clear Score Technology Limited trading as ClearScore didn’t conduct proper checks which then allowed an unauthorised third party to gain access to his credit file. What happened Mr H requested a credit report from a credit reference agency (CRA... (3 pages)View decision -
Decision Reference DRN-4276003
8 Aug 2023 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4276003 The complaint Mr R complains that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in January 2009 with a “58” registration plate. Mr ... (3 pages)View decision -
Decision Reference DRN0611336
8 Apr 2014 Lloyds Bank PLC Not upheldBanking and creditMr G complains he was mis-sold a packaged bank account by Lloyds Bank PLC in March 1997 because he was told he had to have it and none of the benefits have been of use to him. He also complains that when he asked about downgrading he was incorrectly told he would lose his overdraft if h... (2 pages)View decision
