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 4777 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 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 DRN-3290387
4 Feb 2022 One Insurance Limited Not upheldInsuranceDRN-3290387 The complaint Miss H complains about One Insurance Limited (‘One’). Her complaint is about One’s decision to cancel her motor insurance policy. What happened Miss H had a motor insurance policy with One. In July 2021 she received an email from One telling her that they had canc... (5 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 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-3228920
18 Jan 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3228920 The complaint Mr C complains about the charge for excess mileage that Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, has made after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. He also complain... (6 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 DRN1065830
6 Oct 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr M and his son, who I will call Mr N, have complained that CIS General Insurance Limited made a mistake when it cancelled Mr M’s motor insurance policy from the date of inception. Mr M says CIS was wrong to decide the policy was invalid due to a simple administ... (2 pages)View decision -
Decision Reference DRN9870568
5 Sep 2018 Equifax Limited Not upheldBanking and creditMr H complains that Equifax Limited failed to protect his personal data adequately.backgroundIn May 2017 Equifax’s parent company was the subject of a cyber-attack and later that year Equifax wrote to Mr H about it. The attackers had gained access to some of Mr H’s ... (2 pages)View decision