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 4385 results
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Decision Reference DRN-1595302
17 Sep 2020 J D Williams & Company Limited UpheldConsumer CreditDRN-1595302The complaintMr W has complained J D Williams & Company Limited continues to put linked addresses on his credit record which are not his. What happenedIn 2019 Mr W noticed an address had been added to his credit record as linked to him. He’d had this problem before when a nu... (3 pages)View decision -
Decision Reference DRN-4498923
8 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498923 The complaint Mrs M has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened During a day in spring 2023, over £5,000 worth of bank transfers were made from Mrs M’s Lloyds current account to another account, us... (3 pages)View decision -
Decision Reference DRN-5339429
18 Feb 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5339429 The complaint Mr L complains that Alwyn Insurance Company Limited (Alwyn) voided his motor insurance policy and didn’t pay his claim. What happened Mr L held a motor insurance policy with Alwyn. He contacted them in October 2024 to report a claim after being involved in a r... (4 pages)View decision -
Decision Reference DRN3278642
26 Jan 2019 Simplyhealth Access Not upheldInsurance (excluding PPI)Ms M is unhappy that Simplyhealth Access didn’t remove her son from her dental policy when she registered with a new dental practice.backgroundBefore the circumstances that caused this complaint arose, Ms M had a dental policy with Simplyhealth Access that her son was ... (4 pages)View decision -
Decision Reference DRN-5251999
20 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5251999 The complaint Mr L complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to avoid his car insurance policy following a claim he made. What happened Mr L held a motor insurance policy underwritten by LV. He made a claim in March 2024 after he was invol... (4 pages)View decision -
Decision Reference DRN-5015332
28 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5015332 The complaint Mr A complains about how his insurer, U K Insurance Limited trading as Advantage (Advantage), valued his vehicle as a total loss following an accident. Any reference to Advantage in this decision includes their agents. What happened Mr A was involved in an ac... (4 pages)View decision -
Decision Reference DRN-3517438
26 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3517438 The complaint Mr L has complained about a transfer of his stakeholder pension scheme by Scottish Widows Limited (Scottish Widows) to an occupational scheme in 2013. Mr L’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pe... (5 pages)View decision -
Decision Reference DRN1250210
27 Sep 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that he was mis-sold a travel money card by Sainsbury’s Bank Plc.backgroundOn 28 June 2018 Mr A loaded $3,000 US dollars (USD) onto a multi-currency cash passport card he obtained from Sainsbury’s. He now feels this was mis-sold to him. He was told by a Sainsbury’s advisor t... (4 pages)View decision -
Decision Reference DRN-2443333
23 Dec 2020 Equifax Limited UpheldConsumer CreditDRN-2443333 The complaint Mr N complains that Equifax hasn’t recorded correct information on his credit file. He also says it required unnecessary personal information from him. He wants £300 compensation. What happened Mr N told us that when he tried to apply to Equifax for an online cred... (3 pages)View decision -
Decision Reference DRN-4505395
1 Feb 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4505395 The complaint Mr B complains about decline of a claim and cancellation of his motor insurance policy by his insurer, Highway Insurance Company Limited (Highway). References to Highway in this decision include other businesses that did work for them (their agents). What happened... (3 pages)View decision
