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 4755 results
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Decision Reference DRN-4587142
29 Jan 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4587142 The complaint Mr P complains about Mulsanne Insurance Company Limited’s (Mulsanne) refusal to indemnify him for losses he incurred when driving his father’s car, under his motor insurance policy. All references to Mulsanne include its agents. What happened Mr P was driving his ... (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 -
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 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 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 DRN1125534
22 Mar 2021 Auxillis Limited UpheldClaims ManagementMr C is unhappy about the way Auxillis Limited handled his claim after he was involved in a road traffic accident. background In July 2018, Mr C was involved in an accident that he said wasn’t his fault. His car was hit by another car from behind. As Mr C didn’t think he was liable for the... (4 pages)View decision -
Decision Reference DRN4905493
8 Oct 2019 Blue Motor Finance Ltd UpheldBanking and creditMiss G complains that a used car she acquired via a hire purchase agreement with Blue Motor Finance Ltd isn’t of satisfactory quality. She would like Blue Motor to cover the costs of the repairs.backgroundIn March 2018 Miss G acquired a used car via five year hire purchase agreement. The c... (3 pages)View decision -
Decision Reference DRN4786684
6 Mar 2019 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr B has complained about One Call Insurance Services Limited’s service after he asked it to arrange a motor insurance policy for him.backgroundMr B was looking for quotes for a motor policy through a price comparison website. He then contacted One Call to buy a polic... (4 pages)View decision -
Decision Reference DRN5526610
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and creditMr S complains about the actions of Bank of Scotland Plc (BOS) when he was the victim of a scam in which he was tricked into buying a stolen car. background The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some key events here. O... (3 pages)View decision