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 DRN9300989
11 Jan 2018 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr C complains that Zenith Insurance plc cancelled his motorcycle insurance policy from the start (voided it) and declined his claim for the theft of his bike. He wants the claim investigated and the policy declared non-void.background Mr C’s bike was stolen and he ... (2 pages)View decision -
Decision Reference DRN-3195416
3 Dec 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3195416 The complaint Mrs S complains on behalf of Mrs H about the difficulties encountered gaining access to an account having registered a power of attorney with Bank of Scotland plc trading as Halifax. What happened The facts are not in dispute. In summary Mrs S, who is a named atto... (2 pages)View decision -
Decision Reference DRN-1424519
14 Oct 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-1424519 The complaint Mr C has complained about Liverpool Victoria Insurance Company Limited (LV). He isn’t happy that it failed to insure his vehicle properly when he took out his motor insurance policy. What happened Mr C took out insurance for his vehicle through a comparison websit... (2 pages)View decision -
Decision Reference DRN2122713
19 Nov 2019 TSB Bank plc Not upheldBanking and creditD, a corporate body, complains about poor service from TSB Bank plc, in particular in relation to telephone banking. D is represented by one of its members, who I’ll refer to as Mr P. backgroundMr P says he registered for telephone banking for D’s accounts in August 2017 and used telephone... (2 pages)View decision -
Decision Reference DRN7945827
9 May 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains about how Advantage Insurance Company Limited handled his claim made on his motor insurance policy. He wants the issues resolved.backgroundMr R’s motorbike was stolen and found damaged. Mr R said he had to arrange and pay for its recovery. The bike was de... (2 pages)View decision -
Decision Reference DRN9885585
2 Sep 2013 MBNA Limited UpheldBanking and creditMr T complains that MBNA Limited increased the interest rate on his credit card on 30 July 2007 by 7%, from 27.9% to 34.9%, without prior notification. He says that this increased interest rate led him to being unable to manage his debt.backgroundMr T registered his complaint with the F... (2 pages)View decision -
Decision Reference DRN8939098
7 Oct 2015 Scottish Widows plc Not upheldInsurance (excluding PPI)Mrs D’s complaint concerns a Scottish Widows Plc Care Plan taken out by her husband, Mr D.Mrs D does not agree Scottish Widows has interpreted the terms of the policy correctly. She believes she should be able to claim the full amount of the benefit available from ... (4 pages)View decision -
Decision Reference DRN-4318922
25 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4318922 The complaint Mr D complains about American International Group UK Limited (AIG) who declined his claim under his gadget insurance policy. What happened Mr D had cover for two devices with AIG. During the registration process Mr D said that AIG automatically classed one of his ... (4 pages)View decision -
Decision Reference DRN-2641875
29 Jun 2021 Tradex Insurance Company Limited Not upheldInsuranceDRN-2641875 The complaint Mr G is unhappy Tradex Insurance Company Limited cancelled his motor trader insurance policy. What happened Mr G bought a motor trader insurance policy through a broker who I’ll call “C”. C was authorised by Tradex to communicate with Mr G on its behalf. For eas... (2 pages)View decision -
Decision Reference DRN-5619954
17 Sep 2025 Aldermore Bank Plc UpheldMortgagesDRN-5619954 The complaint R, a limited company, complains that Aldermore Bank Plc caused delay in a mortgage application, resulting in R having to pay more interest. What happened R applied for a mortgage with Aldermore in May 2024. The application was eventually granted and funds released... (2 pages)View decision