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 4353 results
-
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 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 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 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-2416116
9 Dec 2020 Equifax Limited UpheldConsumer CreditDRN-2416116 The complaint Mr I complains that Equifax Limited failed to update his credit file with his electoral roll details. And that it also mistakenly recorded a default. He wants compensation. What happened Mr I complains that Equifax took too long to update his credit file with deta... (3 pages)View decision -
Decision Reference DRN8147978
5 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditThe estate of Mrs G complain about the way Bank of Scotland plc (“BOS”) dealt with the late Mrs G and her accounts when she wasn’t able to verify her identity in a phone call about her online bank account.backgroundThe substantive events which form the basis of thi... (4 pages)View decision -
Decision Reference DRN-4377817
15 Jan 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4377817 The complaint Mr W complains that Lex Autolease Ltd didn’t advise him that the car he had acquired via a personal contract for hire plan had a list price over £40,000 and so attracted a higher Vehicle Excise Duty. What happened In September 2021, Mr W contacted a broker about a... (3 pages)View decision -
Decision Reference DRN-4717209
30 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4717209 The complaint Miss B complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened Miss B had a car, that had first been registered in about 2010. For the year from March 2022, Miss B insured the car on a comprehensive policy... (4 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
