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 4152 results
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Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-4457418
19 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457418 The complaint Miss G complained because Bank of Scotland plc, trading as Halifax, refused to refund her for transactions she said she didn’t make. What happened On 5 September 2023, a new device was registered to Miss G’s Halifax account. Before this was confirmed, Halifax rang... (3 pages)View decision -
Decision Reference DRN-4638646
22 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4638646 The complaint Mr K complains about the service he received from U K Insurance Limited (UKI) after making a claim under his car insurance policy. What happened Mr K’s car was insured with UKI. In March 2022 Mr K’s car was damaged in an accident, so he made a claim to UKI. Mr K s... (3 pages)View decision -
Decision Reference DRN-4038732
27 Mar 2023 Brown Shipley & Co Limited UpheldInvestmentsDRN-4038732 The complaint Mr R and Mrs R complain that Brown Shipley & Co Limited delayed the transfer of funds from Mrs R’s General Investment Account (GIA) to Mr R’s individual Savings Account (ISA) and this caused Mr R a financial loss resulting in the loss of some of his 2019/20 IS... (4 pages)View decision -
Decision Reference DRN7689917
19 Jan 2016 Santander Consumer (UK) Plc Not upheldBanking and creditMr R complains about a second hand van supplied to him under a conditional saleagreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance,("SCF"). The complaint is brought to this service on Mr R’s behalf by a family member, butfor e... (5 pages)View decision -
Decision Reference DRN8350559
8 May 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr B complains that Lloyds TSB unfairly registered a default on his credit card account without giving him notice. our initial conclusionsThe adjudicator noted that Lloyds TSB thought that Mr B wanted a true copy of his consumer credit agreement, rather than the true copy of the... (2 pages)View decision -
Decision Reference DRN3539571
28 Sep 2016 DNA Insurance Services Ltd. UpheldInsurance (excluding PPI)Mr D has complained about DNA Insurance Services Ltd. He isn’t happy that it didn’t record the correct details of his vehicle under his motor insurance policy.backgroundMr D insured his vehicle through DNA. He was stopped by the police on two separate occasions and his ... (2 pages)View decision -
Decision Reference DRN6828118
14 Apr 2015 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Ms R complains that when she bought a motor insurance policy online, she was not made aware that the insurer was Sabre Insurance Company Limited (“Sabre”). So she was prevented from making an informed decision about who she was insuring with.backgroundIn December 2013... (3 pages)View decision -
Decision Reference DRN-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision -
Decision Reference DRN-2219653
30 Sep 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-2219653 The complaint Mrs K complains AXA Insurance UK Plc said her car isn’t insured with them after she was involved in an accident. Mrs K has been represented on this complaint, for ease of reading any reference to Mrs K also includes her representative. What happened Mrs K was comi... (3 pages)View decision
