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 4353 results
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Decision Reference DRN8190065
20 Jan 2017 Autonet Insurance Services Limited Not upheldInsurance (excluding PPI)Ms C complains that, despite having taken out car insurance with Autonet Insurance Services Limited, she was stopped by the police and is now being prosecuted for driving without insurance.backgroundAt the time Ms C took out the insurance on 31 July 2016, her Land ... (2 pages)View decision -
Decision Reference DRN-2654584
4 Mar 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2654584 The complaint Mr W is unhappy that Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened In May 2020, after acquiring a new car Mr W said he asked LV to update his car details and motor insurance cover. Mr W’s policy with LV was d... (3 pages)View decision -
Decision Reference DRN-4434386
4 Feb 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4434386 The complaint Mr D complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) when he applied for a loan that he intended to use to buy a car. He also complains about the level of service he received What happened In April 2023 Mr D applied online for a £2... (3 pages)View decision -
Decision Reference DRN-4895140
9 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895140 The complaint Miss S complains about how Barclays Bank UK PLC trading as Barclaycard has dealt with problems she has faced with the online access to her credit card account. What happened Miss S holds a credit card with Barclays that she opened in December 2023. Initially Mi... (3 pages)View decision -
Decision Reference DRN-4207453
5 Jul 2023 The New India Assurance Company Limited Not upheldInsuranceDRN-4207453 The complaint Ms H complains as a director of G (a limited company) that The New India Assurance Company Limited rejected a claim on G’s Care Homes Insurance policy relating to a loss of its registration and complains about the way the claim was handled. Where I’ve referred to ... (5 pages)View decision -
Decision Reference DRN8758125
5 Aug 2020 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr H has complained that Calpe Insurance Company Limited unfairly refused to pay a claim on his motor insurance policy after his lease car was stolen.In bringing this complaint Mr H has been helped by a representative. But for ease of reading I’ll refer to the representative’s comments as ... (3 pages)View decision -
Decision Reference DRN-4217568
14 Dec 2023 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4217568 The complaint Ms C and Mr S complain that ERGO Versicherung Aktiengesellschaft trading as ERGO UK Branch didn’t pay the full amount of their insurance claim. What happened Ms C and Mr S entered into a contract with a developer to buy a property being built as part of a new deve... (2 pages)View decision -
Decision Reference DRN-3099286
19 Oct 2021 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-3099286 The complaint Miss A has complained that Somerset Bridge Insurance Services Limited trading as Go Skippy is responsible for her car being impounded for having no car insurance policy in place. Mr D is representing Miss A in her complaint. For ease I’ll refer to the complainant ... (2 pages)View decision -
Decision Reference DRN-1600524
24 Sep 2020 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-1600524The complaintMr C’s father complains on behalf of his son that Lexham Insurance Consultants Limited misled him into believing his son’s scooter was insured under a motorcycle insurance policy sooner than it was. For the purpose of my decision I’ll refer to the policyholder as Mr... (2 pages)View decision -
Decision Reference DRN0286045
12 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs K complain that HSBC Bank Plc amended the registration of the ownership of their property from a tenancy in common to a joint tenancy when they remortgaged with HSBC in 2009. background Mr and Mrs K purchased their property in 2004 and instructed their solicitor to register ... (2 pages)View decision
