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 4196 results
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Decision Reference DRN-2915575
8 Jul 2021 Aioi Nissay Dowa Insurance Company of Europe SE Not upheldInsuranceDRN-2915575 The complaint Mr O complains Aioi Nissay Dowa Insurance Company of Europe SE (Aioi) have cancelled his motor insurance policy unfairly. What happened Mr O took out motor insurance with Aioi which started on 6 December 2019. He was involved in an accident in December 2019 and hi... (3 pages)View decision -
Decision Reference DRN4616695
30 Sep 2014 HSBC Bank plc Not upheldBanking and creditMiss J complains that HSBC Bank Plc unfairly stopped and closed her bank account.backgroundMiss J maintained a current account with HSBC, for which she held a debit card. At the timeof the events complained about, Miss J had not used her account much and the balance in itwas thirty-... (3 pages)View decision -
Decision Reference DRN8316252
30 Jan 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr A complains that AXA Insurance UK plc voided his motor insurance policy after he reported that his van had been stolen.backgroundMr A applied online for a quote for motor insurance through a broker. He took out a policy provided by AXA, with his son as a named driver of the van.Whe... (2 pages)View decision -
Decision Reference DRN-2520262
25 Feb 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2520262 The complaint Miss H complains about the service received from National Savings and Investments (NS&I) when trying to register for online and phone services. Miss H’s complaint has been brought by her father on her behalf, who I will refer to as Mr H. What happened Miss H h... (3 pages)View decision -
Decision Reference DRN6563200
7 Aug 2017 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D’s complaint is that the service one of Bank of Scotland plc, trading as Halifax’s (“Halifax”) employees gave to them made them vulnerable to fraud.backgroundIn February 2017, Mr and Mrs D received a pop-up on their computer suggesting their email account h... (3 pages)View decision -
Decision Reference DRN-3640629
23 Sep 2022 Clear Score Technology Limited Not upheldConsumer CreditDRN-3640629 The complaint Mr C complains Clear Score Technology Limited trading as Clear Score didn’t carry out proper checks when granting a fraudster access to his credit file. What happened Following receipt of a letter from a building society saying his current account was overdrawn, M... (3 pages)View decision -
Decision Reference DRN1771598
11 Jun 2020 LeasePlan UK Limited UpheldBanking and creditMr S complains that LeasePlan UK Limited didn’t provide him with the registration document for a car that he paid for using a loan agreement and about its administration errors.backgroundMr S signed a loan agreement with LeasePlan in September under which it lent him the money to pay for a... (3 pages)View decision -
Decision Reference DRN-2924582
27 Aug 2021 The Share Centre Limited UpheldInvestmentsDRN-2924582 The complaint Mr E says The Share Centre Limited (‘TSCL’) was wrong not to have given him prior notice that China New Energy (‘CNE’) stock – in which he had a holding – was being delisted from the Alternative Investment Market (‘AIM’), and was to be listed on the Hong Kong Stoc... (5 pages)View decision -
Decision Reference DRN3394724
28 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that Bank of Scotland Plc (trading as Halifax) asked them to send documents containing personal data to an incorrect address. They consider they are at risk of identity theft and fraudulent transactions as a result.background As part of an application for a mortga... (1 page)View decision -
Decision Reference DRN-5236425
2 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5236425 The complaint Mr L complains about how his insurer, Aviva Insurance Limited (Aviva) valued his vehicle as a total loss following an accident. Any reference to Aviva in this decision includes their agents. What happened In March 2024 Mr L’s vehicle was stolen and unfortunat... (4 pages)View decision
