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 4282 results
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Decision Reference DRN6072999
18 Mar 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)Miss T complains that Zurich Insurance plc wrongly cancelled her motor insurance policy without telling her. She should receive a refund of the whole of her annual premium, she says.backgroundA broker acted as intermediary between Miss T and Zurich. She purchased an... (3 pages)View decision -
Decision Reference DRN7970889
1 Jul 2019 Nationwide Building Society Not upheldBanking and creditMs L is unhappy that Nationwide Building Society (Nationwide) didn’t tell her that they use an intermediary to make payments to a country located in a single euro payments area (SEPA). backgroundMs L contacted Nationwide using an online messaging service from May- July 2... (3 pages)View decision -
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 DRN8064813
9 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr A says Lloyds Bank PLC (“Lloyds”) mis-sold him a Gold packaged bank account. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundWhen it looked at Mr A’s complaint, Lloyds agreed it had mis-sold the Gold account and offered a refund of th... (1 page)View decision -
Decision Reference DRN2900908
18 Jan 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains that Ageas Insurance Limited should pay her claim on a motor insurance policy.backgroundMs M reported to her insurer that - six months previously - her vehicle had broken down shortly after she refuelled it. She complained that her insurer wouldn’t ... (2 pages)View decision -
Decision Reference DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)View decision -
Decision Reference DRN7439682
7 Aug 2013 Santander UK Plc Not upheldPayment protection insurance (PPI)This complaint is about a loan, and the payment protection insurance (PPI) policy taken out to protect it. Mr and Mrs R complain about the way Santander UK Plc dealt with them when they fell behind with the repayments after Mrs R lost her job. They are particularly unhappy that Santand... (3 pages)View decision -
Decision Reference DRN6547496
14 Jan 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr J’s complaint, in summary, is that Alliance Trust Savings Limited did not give him the option to transfer his holdings free of charge after it introduced a regular administration fee.backgroundIn early 2012 BNP Paribas, which was managing and administering Mr J’s account, dec... (3 pages)View decision -
Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN3035752
19 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank plc negligently allowed a fraudster to obtain a bank card and overdraft facilities on his account, which were then used to make fraudulent cash withdrawals. backgroundMr J’s debit card was reported as damaged, and a replacement requested. ... (3 pages)View decision
