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 4196 results
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Decision Reference DRN3117147
29 Jan 2015 Ecclesiastical Insurance Office Plc UpheldInsurance (excluding PPI)The circumstances and background to this complaint were set out in my provisional decision of November 2014 which was in the following terms: complaintMr and Mrs S complain about the handling of their legal expenses claim by EcclesiasticalInsurance Office Plc. References to Ecclesiastic... (5 pages)View decision -
Decision Reference DRN-5294637
27 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5294637 The complaint Mr A complains that Haven Insurance Company Limited (‘Haven’) unfairly increased his motor insurance premiums following an accident that wasn’t his fault. What happened Mr A had a specialist motor insurance policy with Haven. In December 2022, he was involved i... (2 pages)View decision -
Decision Reference DRN-4719090
3 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4719090 The complaint Mr D complains that his carer, Miss X, as an authorised card holder, was unable to use his credit card for online purchases on two occasions. What happened Mr D held a credit card account with MBNA and another with Halifax Bank. They are part of the same banking g... (2 pages)View decision -
Decision Reference DRN2535390
6 Aug 2018 Chubb European Group plc Not upheldInsurance (excluding PPI)Mr H has complained that Chubb European Group (CEG) plc’s decision to reject his theft claim is unfair. Mr H made a claim under his car insurance policy when his car was stolen.Mr H’s representative is assisting him in his complaint.backgroundMr H bought a car insur... (2 pages)View decision -
Decision Reference DRN-3434193
19 May 2022 Equifax Limited UpheldConsumer CreditDRN-3434193 The complaint Mr W is unhappy about Equifax Limited reporting his personal information on his brother’s credit report. Mr W is represented in his complaint by a firm of solicitors. What happened In mid-2021, Mr W became aware that his data had mistakenly appeared on his brother... (2 pages)View decision -
Decision Reference DRN9935622
8 Oct 2015 esure Insurance Limited UpheldInsurance (excluding PPI)Mrs K has complained that esure Insurance Limited made a mistake with how it dealt with a claim on her motor insurance policy. Mrs K is represented by her relative, Mr K.backgroundMrs K says that a bus hit her car while it was parked. She reported the incident to... (2 pages)View decision -
Decision Reference DRN7982834
9 Jun 2016 National Westminster Bank Plc UpheldBanking and creditMr P complains that National Westminster Bank Plc has registered his credit card for the ‘Verified by Visa’ security system without his knowledge and so prevented him from making an online payment with his card. background Mr P says that he tried to make a payment onli... (2 pages)View decision -
Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN-1601093
26 Feb 2020 NewDay Ltd Not upheldConsumer CreditDRN-1601093 The complaintMrs A complains about credit searches carried out on her by NewDay Ltd. What happenedMrs A has been represented in making this complaint by her mother, also Mrs A, who I'll refer to as Mrs A senior. After accessing her credit reference record, Mrs A became awa... (3 pages)View decision -
Decision Reference DRN8170772
8 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMr P complains that Bank of Scotland Plc trading as Halifax (“Halifax”) didn’t treat him fairly or reasonably following his wife’s death and in giving him information about how to move their joint mortgage into his sole name and get a new product. He wants matters p... (2 pages)View decision
