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 4257 results
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Decision Reference DRN-5345210
20 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5345210 The complaint Mr and Mrs B complain about West Bay Insurance Plc’s (“West Bay”) handling of their claim, which resulted in delays due to lost evidence and poor communication, under Mrs B’s motor insurance policy. I’ll refer to Mrs B in my decision. What happened Mrs B was in... (3 pages)View decision -
Decision Reference DRN-1590575
30 Jul 2020 U K Insurance Limited Not upheldInsuranceDRN-1590575 The complaintMr Z’s complained that UK Insurance Limited (“UKI”) declined his claim for theft of his car and cancelled his motor insurance policy because they didn’t believe his account of events. What happenedMr Z bought his car in early 2017. He bought it new from a dealer.... (3 pages)View decision -
Decision Reference DRN-3637808
5 Sep 2022 U K Insurance Limited Not upheldInsuranceDRN-3637808 The complaint Ms V complains that U K Insurance Limited (U K Insurance) found her to be at fault for an accident claim she was involved in, under her motor insurance policy. What happened In February 2022 Ms V was involved in a collision with a motor bike. She says the road con... (3 pages)View decision -
Decision Reference DRN-3784519
25 Aug 2023 Halifax Share Dealing Limited Not upheldInvestmentsDRN-3784519 The complaint Mrs S complains about the way Halifax Share Dealing Limited (trading as IWeb Share Dealing) dealt with the set up and closure of her stocks and shares ISA. She is unhappy that it wasn’t made clear her account was open and is now being asked to pay a registration f... (3 pages)View decision -
Decision Reference DRN4916294
22 Jun 2015 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about how esure Insurance Limited settled a claim he made under his motor insurance policy.backgroundMr K was involved in an accident and he said he had reversed out of a parking bay and while his car was stationary as he was about to drive a... (3 pages)View decision -
Decision Reference DRN-5429299
26 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5429299 The complaint Mr R complains ClearBank Limited 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 par... (3 pages)View decision -
Decision Reference DRN1643400
8 Mar 2018 FirstRand Bank Limited UpheldBanking and creditMr P complains about the car he financed through FirstRand Bank Limited, trading as MotoNovo. He says it wasn’t serviced and that this has led to an expensive repair. He wants them to pay for this.backgroundIn July 2016 Mr P took receipt of a used car that he finance... (3 pages)View decision -
Decision Reference DRN2480910
29 Aug 2013 Clydesdale Bank Plc Not upheldBanking and creditMr N complains that Clydesdale Bank Plc (Clydesdale) has treated him unfairly in the way in which it has dealt with his buy-to-let mortgages.background Mr N has a number of buy-to-let mortgages through Clydesdale, which are all on a capital and interest repayment basis. From about 20... (3 pages)View decision -
Decision Reference DRN-2051244
21 Dec 2020 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2051244 The complaint Mr B has complained that Watford Insurance Company Europe Limited cancelled his motor insurance policy and refused to pay his claim. What happened Mr B took out a motor insurance policy with Watford through an online price comparison site. When his car was involve... (3 pages)View decision -
Decision Reference DRN-3657000
21 Dec 2022 Hiscox Insurance Company Limited Not upheldInsuranceDRN-3657000 The complaint Mrs C has complained that Hiscox Insurance Company Limited unfairly turned down her business interruption insurance claim after she closed her business premises due to the Covid-19 pandemic. Mr J, a loss assessor, has brought the complaint on Mrs C’s behalf. What ... (3 pages)View decision
