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 4569 results
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Decision Reference DRN6538568
8 Oct 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Calpe Insurance Company Limited cancelled his motor insurance policy wrongly and without giving him due notice after a disputed traffic incident.backgroundMr R told us that after an incident with another driver in February 2018 his broker - on behalf of Calpe - asked hi... (4 pages)View decision -
Decision Reference DRN-2951566
30 Jul 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2951566 The complaint Mr D is unhappy that HSBC UK Bank Plc won’t refund all of the money he lost after falling victim to an investment scam. What happened Both parties are aware of the circumstances of the complaint and the details were clearly set out by our Investigator when she wro... (4 pages)View decision -
Decision Reference DRN-4044868
19 Apr 2023 Experian Limited Not upheldConsumer CreditDRN-4044868 The complaint Ms E complains that she wasn’t recorded on the electoral roll with Experian Limited and was declined for a credit card as a result. What happened In 2021, Ms E moved home and has told us she updated her details with the local authority. Ms E went on to apply for a... (4 pages)View decision -
Decision Reference DRN-4653615
6 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4653615 The complaint Mr C complained about esure Insurance Limited’s handling of his claim under his motor insurance policy. What happened In about October 2021 Mr C’s car was hit by another car while it was stationary in a car park. Mr C was in it at the time, and he was injured. Mr ... (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 DRN7367593
22 Dec 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains about how British Gas Services Limited (BG) serviced his boiler under his home care policy and about the service it gave him.backgroundMr R’s original complaint to us was that he wasn’t happy with BG’s boiler annual service and how it dealt with his... (4 pages)View decision -
Decision Reference DRN-3973856
23 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3973856 The complaint Ms K is unhappy with Barclays Bank UK PLC’s decision to not refund her after she fell victim to a scam. Ms K is represented by a claims management company. What happened Ms K says that, in January 2022, her friend presented an opportunity to make some money. The p... (4 pages)View decision -
Decision Reference DRN-4019788
13 Mar 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4019788 The complaint Mr K has a credit card provided by Vanquis Bank Limited (“Vanquis”) and complains about the lender’s unfair registration of a default on his credit file and Vanquis’s actions following the default. What happened I don’t propose to detail here the full history of t... (4 pages)View decision -
Decision Reference DRN7854705
23 Aug 2016 Experian Limited UpheldBanking and creditMs F complains that, because Experian Limited holds incomplete information about her in more than one credit file, she has been unable to open new accounts. She wants this matter resolved. She complains as well about Experian’s poor customer service in dealing with ... (4 pages)View decision
