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 DRN9126755
23 Oct 2015 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr S complains about Amtrust Europe Limited’s refusal to meet his claim for three items under his personal possessions insurance policy. backgroundMr S lost a computer, mobile phone and a bracelet. The mobile phone was only added to the policy a few days before the cla... (3 pages)View decision -
Decision Reference DRN0012456
25 Aug 2015 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr B has complained that International Insurance Company of Hannover SE settled a claim against his motor insurance policy for damage to another car which he says he didn’t cause.backgroundMr B had a motor policy with Hannover from November 2011 to November 2012. In... (3 pages)View decision -
Decision Reference DRN-3539486
18 Nov 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3539486 The complaint Mr S complains that he had problems with his credit card issued by Bank of Scotland plc trading as Halifax (Halifax). What happened Mr S had a credit card from Halifax. The limit was £15,000. He received a replacement card. On 23 October 2021, he tried to make an... (3 pages)View decision -
Decision Reference DRN-4740929
25 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4740929 The complaint Miss H and Mr S are unhappy with what Admiral Insurance (Gibraltar) Limited did after Mr S sought to claim on the legal expenses section of their home insurance policy. What happened Miss H and Mr S have home insurance with Admiral. Their policy includes legal exp... (3 pages)View decision -
Decision Reference DRN3532007
29 Jul 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)ComplaintMr D and Mrs N are unhappy with Liverpool Victoria Insurance Company Limited’s (LV) decision to pay another driver’s claim against his car insurance policy.BackgroundMrs N is a named driver on Mr D’s policy. In February 2018, Mr D received a call from LV to say that they’d receive... (3 pages)View decision -
Decision Reference DRN0954548
27 Mar 2019 Cofunds Limited UpheldInvestment and pensionsMr F complains about Cofunds Limited’s inability to carry out his instructions to transfer assets to his and his sister’s account, which has resulted in loss. background Mr F was the executor, and beneficiary together with his sister, Mrs S, of his late mother’s investme... (3 pages)View decision -
Decision Reference DRN-4428050
9 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4428050 The complaint Mrs W complains that she fell victim to a rogue trader scam, but Lloyds Bank PLC won’t refund the payments she made. What happened In December 2022 and January 2023 Mrs W made four faster payments totalling £7,822.16 to a sole trader electrician. Mrs W says the el... (3 pages)View decision -
Decision Reference DRN-3206880
13 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3206880 The complaint Miss A is unhappy that HSBC UK Bank Plc allowed a current account to be fraudulently opened in her name. She’s also unhappy with how HSBC handled matters after first reporting the fraud and the knock-on effect this caused. What happened Both Miss A and HSBC are ac... (3 pages)View decision -
Decision Reference DRN7957498
27 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr C’s unhappy that Nationwide Building Society rejected his claim under section 75 Consumer Credit Act 1974 for the refund of a deposit he paid for a car hired abroad. backgroundMr C says he hired a car abroad but wasn’t refunded the deposit by the hirer as pro... (3 pages)View decision -
Decision Reference DRN1246696
16 Apr 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr T has complained about Markerstudy Insurance Company Limited’s service after he claimed on his motor insurance policy.Reference to Markerstudy includes its agents.backgroundMr T’s car hit another while in a car park. He asked Markerstudy to repair the damage to his car. Mr T was very un... (5 pages)View decision
