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 4269 results
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Decision Reference DRN9691658
15 Dec 2015 Exeter Friendly Society Limited Not upheldInsurance (excluding PPI)Mrs K has complained about Exeter Friendly Society Limited’s decision not to renew her annually-renewable private medical insurance (“PMI”) policy. backgroundMrs K held a policy with Exeter Friendly for many years. Then, in July 2014, Exeter Friendly wrote to Mrs K to s... (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-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 DRN4043172
11 Jun 2018 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc hasn’t done a chargeback request for him.backgroundMr H said that between May and December 2016, he made a number of payments to a merchant that he then understood to be a binary options broker. The amounts he transferred totalled £41,... (4 pages)View decision -
Decision Reference DRN3971607
4 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BG) won’t pay her claim under her Homecare insurance policy. My references to BG include its agents.backgroundMrs P has Homecare insurance with BG that includes plumbing cover.On 3 March 2018 after heavy snowfalls a pipe burst at Mrs P’s ... (3 pages)View decision -
Decision Reference DRN-4307402
17 Nov 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4307402 The complaint Mr S complains that Advantage Insurance Company Limited (Advantage) unfairly avoided his motor insurance policy and refused to pay his claim. What happened Mr S took out a motor insurance policy with Advantage through an online price comparison website. When his c... (3 pages)View decision -
Decision Reference DRN-4997762
25 Nov 2024 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4997762 The complaint Mr O is unhappy with RBS Collective Investment Funds Limited. When his Child Trust Fund (CTF) matured Mr O struggled to set up another account to transfer the money from his CTF. What happened Mr O made several attempts to set up an account so he could transfe... (2 pages)View decision -
Decision Reference DRN-2779511
2 Jul 2021 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-2779511 The complaint Mr B complains that Atlanta1 Insurance Services Limited applied charges when he cancelled his motor insurance policy after eight days on cover. What happened Mr B wanted to cancel his policy after it had run for eight days. He sent Atlanta an email, but it wanted ... (2 pages)View decision -
Decision Reference DRN6327164
26 Apr 2016 TSB Bank plc UpheldBanking and creditMiss C complains that TSB Bank plc has wrongly returned unpaid a number of direct debits. She wants compensation.backgroundOur adjudicator recommended that this complaint be upheld. Having checked with a number of Miss C’s creditor’s she found that there had been ... (2 pages)View decision -
Decision Reference DRN6636105
17 Aug 2015 Redcats (Brands) Limited Not upheldBanking and creditMiss M had a catalogue account with Redcats (Brands) Limited, trading as La Redoute. She complains that La Redoute defaulted this account and placed adverse information on her credit file. She says that she did not receive any correspondence about an outstanding balance,... (2 pages)View decision
