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 DRN3058122
9 Jul 2013 Aviva Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs A complain about Aviva Insurance Limited’s refusal to indemnify their legal costs in relation to a legal claim against the developer who built their property and their neighbour in respect of the incorrect positioning of a boundary fence between their prop... (4 pages)View decision -
Decision Reference DRN-1467116
27 Apr 2020 Bank of Scotland Plc UpheldBanking and PaymentsDRN-1467116 The complaintMr W has complained that Bank of Scotland Plc (“Halifax”) mis-sold him a fee-paying Ultimate Reward Current Account (URCA), which was sold to him in July 2010. Mr W says he initially went to a Halifax branch to discuss mortgages but ended up being sold a fee-paying... (3 pages)View decision -
Decision Reference DRN2202804
22 Feb 2019 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr E has complained about Tesco underwriting Limited’s decision to cancel his carinsurance policy as if it didn’t exist.backgroundIn November 2017 Mr E bought a car insurance policy with Tesco. He said he lived in a citywhich I’ll call ‘B’.In January 2018 Mr E made ... (4 pages)View decision -
Decision Reference DRN-4008886
17 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4008886 The complaint Mr S and Ms W complain that Lloyds Bank PLC won't refund in full money they lost as a result of a scam. What happened On 15 February 2023, I issued my provisional decision on this complaint. I wanted to give both sides the chance to submit any further evidenc... (7 pages)View decision -
Decision Reference DRN-3463649
11 Jul 2022 Hartley Pensions Limited UpheldPensions and AnnuitiesDRN-3463649 The complaint Mr N’s complaint against Hartley Pensions Limited is about his Self Invested Personal Pension (SIPP). He has said: He is unhappy that Hartley Pensions is using the previous SIPP provider’s contract when that provider was found to have breached the Financial Servi... (7 pages)View decision -
Decision Reference DRN-3015483
6 Sep 2021 Zurich Insurance PLC Not upheldInsuranceDRN-3015483 The complaint Mr H complained that Zurich Insurance plc (Zurich) made a fraud allegation against him following claims for two separate leaks at his home, but it didn’t formally decline his second claim. Mr H’s legal representative brought the complaint, and a Loss Assessor also... (7 pages)View decision -
Decision Reference DRN-3829368
8 Mar 2023 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-3829368 The complaint J, a charity, is unhappy with what DAS Legal Expenses Insurance Company Limited did after it made a claim on its legal expenses insurance policy. What happened J’s supplier made a claim against it for unpaid charges. J sought assistance under its legal expenses po... (3 pages)View decision -
Decision Reference DRN6574296
12 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr L has complained that National Westminster Bank plc (“NatWest”) mis-sold him a packaged bank account – an Advantage Gold packaged bank account in 2012. background The essence of Mr L’s mis-sale complaint is that he wasn’t aware that he had a packaged bank account ... (3 pages)View decision -
Decision Reference DRN-4705104
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4705104 The complaint Miss N complains Barclays Bank UK PLC (Barclays) has registered a fraud marker against her on the national fraud database (CIFAS). She would like it to be removed. What happened In September 2022, Barclays received a report from another bank that a payment of almo... (7 pages)View decision -
Decision Reference DRN-2338989
12 Nov 2020 Gefion Insurance A/S Not upheldInsuranceDRN-2338989 The complaint Mr B complains that Gefion Insurance A/S incorrectly settled a third party claim on his car insurance policy, without his knowledge. What happened In June 2019 Mr B contacted Gefion about renewing his car insurance with it. He’d been driving a year and had bought ... (6 pages)View decision