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
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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 DRN3602683
19 Sep 2013 HSBC Bank plc Not upheldBanking and creditMrs D complains that HSBC Bank plc failed in its duty to ensure that her deeds were received from her solicitor in 2002 and were returned to her when her mortgage was paid off.backgroundMrs D entered into a mortgage agreement with HSBC in 2002. As security HSBC obtained a charge over ... (1 page)View decision -
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-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 DRN6201359
27 Mar 2018 AEGON Investment Solutions Limited Not upheldInvestment and pensionsThis complaint is about the distress Mr K says he suffered when he viewed his on-line pension with AEGON Investment Solutions Limited whilst abroad. His account was showing a nil balance despite him having around £25,000 in his pension at the time. Mr K thought h... (2 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 DRN-4377075
6 Oct 2023 American International Group UK Limited Not upheldInsuranceDRN-4377075 The complaint Mr M complains about American International Group UK Limited’s handling of a claim under his mobile phone insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M had mobile pho... (3 pages)View decision -
Decision Reference DRN-5336931
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336931 The complaint Mrs B and Mr B are unhappy that Aviva Insurance Limited recorded a claim they made as a fault claim, without attempting to obtain CCTV of the third-party car which damaged their parked car. What happened Mrs B and Mr B’s parked car was hit, and the third-party ... (2 pages)View decision -
Decision Reference DRN-5421593
28 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5421593 The complaint Ms M complains PayPal UK Ltd won’t change the surname on her account. What happened Following a divorce Ms M reverted to her maiden name, and this was around 2010. Ms M is consistent in using her maiden name, for bank accounts, utility providers and her voter... (3 pages)View decision