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 4563 results
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Decision Reference DRN-4990000
29 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4990000 The complaint Miss T has complained that esure Insurance Limited didn’t properly investigate a claim she made under her car insurance policy. She’s unhappy with esure’s requests for documents from her which she feels were unnecessary. What happened In April 2023 Miss T repo... (4 pages)View decision -
Decision Reference DRN-3947507
30 May 2023 Covea Insurance plc UpheldInsuranceDRN-3947507 The complaint Mrs M complains that Covea Insurance plc mishandled her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car first registered in January 2018. It had a diesel engine, automatic transmission and 5 doors. Mrs ... (4 pages)View decision -
Decision Reference DRN1687572
26 Apr 2018 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss B complains that Admiral Insurance Company Limited issued a motor insurance policy showing the wrong car and is seeking to recover from her costs arising out of an accident involving that car, which she has never owned or driven.backgroundIn December 2015, Miss B ... (4 pages)View decision -
Decision Reference DRN1220817
28 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMr S is concerned about the service provided to him by Bank of Scotland plc (trading as Halifax). He’s also unhappy about the way Halifax has responded to his complaint. To resolve things, he’d like Halifax to apologise and acknowledge there’ve been misunderstandings, and... (2 pages)View decision -
Decision Reference DRN0310847
14 Aug 2013 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank Plc mis-sold him a packaged bank account in April 2008 because it provided fewer benefits than he expected. Mr C also complains that he had an insurance claim for a stolen camera turned down in June 2011 because his personal banker failed to register it... (3 pages)View decision -
Decision Reference DRN1442121
24 Aug 2020 Loans 2 Go Limited Not upheldBanking and creditMr J complains that Loans 2 Go Limited failed to provide him with sufficient information before he agreed to borrow from the firm. As a result he says that he was unaware of the cancellation terms of the agreement and has had to pay interest when withdrawing from his agreement.backgroundMr... (2 pages)View decision -
Decision Reference DRN9721607
6 Apr 2020 Santander UK Plc UpheldBanking and creditMrs P complains that when she remortgaged to Santander UK Plc the solicitor didn’t ensure the previous lender’s charge was removed, which caused her problems when she later applied for a lifetime mortgage elsewhere to repay Santander.Mrs P has been supported in bringing this complaint by h... (2 pages)View decision -
Decision Reference DRN1187020
16 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditMr K complains he was mis-sold a packaged bank account by Lloyds Bank PLC.backgroundMr K opened a free account with Lloyds in December 1985. Lloyds can’t say for sure when the account was upgraded to a packaged bank account. But Mr K’s statements show it was a packa... (2 pages)View decision -
Decision Reference DRN-4502393
21 Dec 2023 Ageas Insurance Limited UpheldInsuranceDRN-4502393 The complaint Mr B has complained that Ageas Insurance Limited held an open claim under his van insurance policy which caused his premium to be higher at renewal. After bringing his complaint to this service, Ageas closed the claim as a ‘fault’ claim which Mr B was unhappy abou... (4 pages)View decision -
Decision Reference DRN1273178
28 May 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr T complains about the compensation that he’s been offered by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, for a car that he rejected.background Mr T paid £900 to a broker to find a car for him. And a nearly new car was supplied ... (3 pages)View decision
