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 4269 results
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Decision Reference DRN7019091
13 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMrs J has complained that Bank of Scotland plc (trading as Halifax) has not registered her instructions to receive interest payments on her savings accounts without any tax being deducted. She wants the tax she has overpaid refunded to her.backgroundMrs J lives abroad and has held a Guara... (2 pages)View decision -
Decision Reference DRN-4472650
23 Nov 2023 Got You Covered Limited UpheldInsuranceDRN-4472650 The complaint Mr S has complained about Got You Covered Limited’s (GYCL) error when setting up his car insurance policy and the impact this had on him. What happened When GYLC’s agent set up Mr S’s car insurance policy (on or just before 20 February 2023) he made an error. He p... (5 pages)View decision -
Decision Reference DRN-4537109
24 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4537109 The complaint Mrs A is unhappy with the service provided by UKI Limited (UKI Limited) following a claim she made on her car insurance policy. What happened Mrs A took out a car insurance policy with UKI Limited in August 2022. The policy booklet explained in the event of accide... (3 pages)View decision -
Decision Reference DRN6421813
23 Aug 2017 Santander UK Plc UpheldBanking and creditMrs R has complained that Santander UK Plc asked her to countersign a form to register her power of attorney with it.Her son and attorney, Mr R, represents her.backgroundMrs R has a progressive illness. In 2007, she appointed her son, Mr R, as her attorney under an... (4 pages)View decision -
Decision Reference DRN-1686780
15 Jun 2020 National Savings and Investments Not upheldBanking and PaymentsThe complaint Miss J complains that National Savings and Investments (NS&I) transferred premium bonds to a different account when she turned 16. Ms O brings this complaint on behalf of her daughter, Miss J. What happened In November 2018 Ms O purchased premium bonds on behalf of her da... (2 pages)View decision -
Decision Reference DRN-3965791
14 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3965791 The complaint Miss O is unhappy with the way Admiral Insurance (Gibraltar) Limited handled her motor insurance claim. What happened In January 2022 Miss O was involved in a collision. She said she was driving along when an artic lorry proceeded to veer into her lane damaging th... (2 pages)View decision -
Decision Reference DRN1898267
5 Sep 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr J does not believe that UK Insurance Limited has given him the right amount of no claims discount (NCD) on motor insurance policies.backgroundMr J has told us that he is concerned about his NCD entitlement in relation to two specific vehicles he owned – I’ll refer to these as vehicles... (1 page)View decision -
Decision Reference DRN9335913
11 Mar 2020 The Society of Lloyd's Not upheldInsurance (excluding PPI)P, a firm of loss adjusters, acts for Mr N. He is unhappy that Society of Lloyd’s won’t pay his claim under his landlord unoccupied property policy in respect of an escape of water in the insured property, which consists of a block of flats.backgroundIn 2015 Mr N took out an unoccupied pol... (2 pages)View decision -
Decision Reference DRN-3267302
20 Jan 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3267302 The complaint Mr S complains about AXA Insurance UK Plc (trading as Swiftcover)’s handling of his motor insurance claim. All references to AXA also include its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN1371715
29 Dec 2015 Moneysupermarket.com Financial Group Limited Not upheldInsurance (excluding PPI)Miss R complains that when she bought a motor insurance policy through Moneysupermarket.com Financial Group Limited, her private number plate was changed to her car’s original number plate on her policy documents. She wants it to change its systems and reimburse her ca... (2 pages)View decision
