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 4422 results
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Decision Reference DRN6694522
10 Jan 2018 Yorkshire Building Society Not upheldBanking and creditMs L complains that Yorkshire Building Society has lost her title deeds and her divorce decree.backgroundIn April 2017 Ms L repaid her YBS mortgage, and YBS executed a discharge of standard security (the property being in Scotland) on 26 April. On 15 May YBS wrote to... (2 pages)View decision -
Decision Reference DRN8190065
20 Jan 2017 Autonet Insurance Services Limited Not upheldInsurance (excluding PPI)Ms C complains that, despite having taken out car insurance with Autonet Insurance Services Limited, she was stopped by the police and is now being prosecuted for driving without insurance.backgroundAt the time Ms C took out the insurance on 31 July 2016, her Land ... (2 pages)View decision -
Decision Reference DRN-2654584
4 Mar 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2654584 The complaint Mr W is unhappy that Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened In May 2020, after acquiring a new car Mr W said he asked LV to update his car details and motor insurance cover. Mr W’s policy with LV was d... (3 pages)View decision -
Decision Reference DRN-4895140
9 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895140 The complaint Miss S complains about how Barclays Bank UK PLC trading as Barclaycard has dealt with problems she has faced with the online access to her credit card account. What happened Miss S holds a credit card with Barclays that she opened in December 2023. Initially Mi... (3 pages)View decision -
Decision Reference DRN5691820
29 Nov 2017 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs S have complained about Allianz Insurance Plc’s decision to record an incident as a fault claim under their car insurance policy. They say their policy premiums increased because of this. They’re also unhappy about the length of time it’s taken for their ... (4 pages)View decision -
Decision Reference DRN5788785
2 Apr 2015 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mrs L complains that Zurich Insurance PLC (“Zurich”) handled poorly a claim she made under her motor insurance policy, after her car was damaged in an accident.backgroundIn May 2014, Mrs L collided with another car, and damaged the front of her car. She made a claim ... (3 pages)View decision -
Decision Reference DRN-3562018
21 Jul 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3562018 The complaint Mr M complains that a motor insurance quote given to him by Hastings Insurance Services Limited trading as Hastings Direct (HISL) was much lower than the actual cost of the insurance. What happened Mr M had a motorbike insured through HISL. A few days after taking... (5 pages)View decision -
Decision Reference DRN-1600524
24 Sep 2020 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-1600524The complaintMr C’s father complains on behalf of his son that Lexham Insurance Consultants Limited misled him into believing his son’s scooter was insured under a motorcycle insurance policy sooner than it was. For the purpose of my decision I’ll refer to the policyholder as Mr... (2 pages)View decision -
Decision Reference DRN8774792
30 Nov 2016 PSA Finance UK Limited Not upheldBanking and creditMr H complains about the amount charged by PSA Finance UK Limited, trading as Peugeot Financial Services, when he terminated his hire purchase agreement.backgroundA car was supplied to Mr H under a hire purchase agreement with Peugeot Financial Services that he signe... (2 pages)View decision -
Decision Reference DRN5805675
26 Sep 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Miss S has complained that Calpe Insurance Company Limited’s (“Calpe”) settled a claim under her motor insurance policy.backgroundMiss S had motor insurance with Calpe and Mr S was a named driver on her policy. Another driver reported that they’d been involved in an ... (2 pages)View decision
