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
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Decision Reference DRN6883672
26 Sep 2018 Qudos Insurance A/S Not upheldInsurance (excluding PPI)Mr B complained that Qudos Insurance A/S unfairly cancelled his trade motor insurance policy.backgroundMr B had a trade motor insurance policy and his brother was a named driver on it. Qudos cancelled his policy and wouldn’t refund him any premiums. They said this was b... (2 pages)View decision -
Decision Reference DRN-4510401
4 Mar 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4510401 The complaint Mrs K has complained that Sabre Insurance Company Limited unfairly declined a theft claim she made under her car insurance policy. Sabre has cited its fraud exclusion as a reason for declining the claim. What happened Mrs K says she bought a car in November 2022 u... (3 pages)View decision -
Decision Reference DRN-2079559
22 Dec 2020 HSBC UK Bank Plc Not upheldMortgagesDRN-2079559 The complaint Mr and Mrs Z complain that their remortgage to another lender was delayed by HSBC UK Bank Plc which meant that they had to pay the higher rate on the HSBC mortgage for two months of £348.20 together with the fees of £120 to obtain their title deeds from another so... (3 pages)View decision -
Decision Reference DRN-5178913
20 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5178913 The complaint Mr T complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Chase and an account with another business who I’ll refer to as “R” throughout the rest ... (3 pages)View decision -
Decision Reference DRN-4060599
25 May 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4060599 The complaint Miss D complains that Skyfire Insurance Company Limited avoided her car insurance policy (treated it like it never existed) and refused to pay her claim. What happened Miss D took out a car insurance policy with Skyfire Insurance and then called Skyfire to change ... (2 pages)View decision -
Decision Reference DRN1087261
28 Mar 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr W has complained that Admiral Insurance Company Limited unfairly cancelled his car insurance policy as if it didn’t exist. Mr W made a claim following the theft of a motorhome. backgroundMr W bought a car insurance policy through a comparison website in May 2018 ... (2 pages)View decision -
Decision Reference DRN0286575
31 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) misled her about the process for registration of default on her credit card account and dealt unfairly with her when she tried to reach a repayment arrangement to avoid default.backgroundMs M had a credit card accou... (2 pages)View decision -
Decision Reference DRN5641598
20 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr B complains on behalf of his mother, Mrs B, that Lloyds Bank PLC will not register a lasting power of attorney unless the attorneys sign 38 terms and conditions some of which are unfair.backgroundMr B tried to register a lasting power of attorney after deleting five o... (1 page)View decision -
Decision Reference DRN-3144661
4 Nov 2021 esure Insurance Limited Not upheldInsuranceDRN-3144661 The complaint Mr M complains that esure Insurance Limited unfairly refused to pay a claim he made on his motor insurance policy and voided the policy. What happened Mr M had a motor insurance policy with esure. He bought a car from abroad. He phoned esure to arrange to put the ... (4 pages)View decision -
Decision Reference DRN-2226808
26 Mar 2021 Ald Automotive Limited Not upheldConsumer CreditDRN-2226808 The complaint Mrs S complains that a car she acquired through a Hire Purchase Agreement (HPA )with ALD Automotive Limited (ALD) wasn’t the new car as she expected. She would like it replaced. What happened The details of this complaint are well known to both parties so I won’t ... (1 page)View decision
