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 4563 results
-
Decision Reference DRN-4657379
20 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4657379 The complaint Mr D complains about the way Zurich Insurance PLC has handled a claim under his motor insurance policy. What happened In July 2022, Mr D’s vehicle was damaged, so he made a claim under his motor insurance policy. Zurich accepted the claim, and in August 2022 the v... (4 pages)View decision -
Decision Reference DRN2278460
22 Jan 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the amount paid to him by UK Insurance Limited (“UKI”) following a claim made under his buildings insurance policy. background The circumstances of this complaint were set out in my provisional decision dated 18 December 2014, a copy of which is attached and forms... (3 pages)View decision -
Decision Reference DRN1457163
18 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr T has complained that Barclays Bank plc (“Barclays”) mis-sold him an Additions Active packaged bank account in 2008. backgroundMy provisional decision of 15 December 2015, which is attached and forms part of this decision, explained why I thought Mr T’s complaint sho... (4 pages)View decision -
Decision Reference DRN-3933487
25 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3933487 The complaint Mr C is unhappy that Santander UK Plc decided not to refund him after he was the victim of an authorised push payment (APP) scam. Mr C has used a claims management company to bring his complaint. I’ll refer to them as R. What happened Mr C said a trusted friend he... (3 pages)View decision -
Decision Reference DRN2541010
28 May 2015 Erudio Student Loans Limited UpheldBanking and creditMr G complains about how Erudio Student Loans Limited is dealing with his loan account.He considers he’s provided it with enough information for it to assess his request to defer his repayments.Further he considers it has given him inconsistent information about its i... (4 pages)View decision -
Decision Reference DRN-5243778
23 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5243778 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money (Virgin) reported a default to his credit file. What happened Mr B had a credit card from Virgin. In 2016, he fell into financial difficulty and entered a Debt Management Plan (DMP) with Step... (4 pages)View decision -
Decision Reference DRN1271180
28 Jul 2020 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms K has a car insurance policy with Ageas Insurance Limited (Ageas). She complains that Ageas has avoided her policy and will not settle her claim as a result of this. Ms K is represented by her son although she mainly communicated with us herself.backgroundMs K took out a policy of car i... (3 pages)View decision -
Decision Reference DRN8281474
11 Mar 2020 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S has complained about the way his insurer, the Liverpool Victoria Insurance Company Limited (LV), handled his car insurance claim.backgroundMr S made a claim for the theft of his car. He met with a claims assessor appointed by LV. During the meeting, the claims assessor interviewed Mr ... (3 pages)View decision -
Decision Reference DRN-5802648
16 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5802648 The complaint Ms W has complained that Tesco unfairly declined a claim she made under her car insurance policy. She says Teso provided a poor service and unfairly reduced her No Claims Discount (NCD). What happened Ms W bought a car insurance policy with the insurer Tesco in... (3 pages)View decision -
Decision Reference DRN-4457830
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457830 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happene... (4 pages)View decision
