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 DRN8937457
4 Apr 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that Aviva Insurance Limited cancelled his motor insurance policy from the start (voided it) without telling him. He wants it to rectify his situation or refund his premium.backgroundAviva said it voided Mr U’s policy because it thought he had misrepr... (3 pages)View decision -
Decision Reference DRN-2457688
11 May 2021 MCE Insurance Company Limited Not upheldInsuranceDRN-2457688 The complaint Mr H is unhappy with the way MCE Insurance Company Limited handled a claim from a third party representative (TPR) under his motorcycle insurance policy. What happened MCE received a claim from a TPR in December 2018 about an alleged incident involving Mr H’s moto... (3 pages)View decision -
Decision Reference DRN4830598
19 Sep 2016 Paymentsense Limited UpheldBanking and creditMr and Mrs D complain that Paymentsense Limited has unfairly refused to pay the cancellation charges incurred with their previous merchant services provider.backgroundMr and Mrs D moved their merchant services arrangements from their old provider to Paymentsense. They s... (3 pages)View decision -
Decision Reference DRN6997024
23 Jun 2016 Lloyds Bank PLC UpheldBanking and creditMs S has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her a Gold packaged bank account in 2011. Ms S has used a Claims Management Company (“CMC”) to bring this complaint to us.backgroundMs S also initially complained about the sale of a Silver account that took... (3 pages)View decision -
Decision Reference DRN7146159
9 May 2013 E Insurance Services Ltd UpheldInsurance (excluding PPI)This complaint concerns eBike’s initial decision to reject a theft claim on Mr D’s motorcycle policy and the proposed settlement when it changed its mind. backgroundIn summary, Mr D’s claim was initially declined because eBike was not satisfied he had taken reasonable steps to safegu... (3 pages)View decision -
Decision Reference DRN6529737
19 Oct 2015 Intrinsic Mortgage Planning Ltd Not upheldBanking and creditMs F complains that Intrinsic Mortgage Planning Ltd didn’t check it could get her a mortgage later when advising her to take out a bridging loan. She wants compensation and a mortgage offer with a good rate of interest.backgroundMs F was selling two properties. Ms F ... (2 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 -
Decision Reference DRN4732693
28 Jan 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr B made a claim under his motor policy as his car caught fire when he was driving on a motorway. He has complained that Zenith Insurance plc wrote off his car without notifying him and he did not discover this until he tried to part exchange his car, a year later.backgroundMr B’s car... (2 pages)View decision
