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 DRN0312872
2 Jun 2016 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc unfairly registered information about him on a fraud prevention database, because of incorrect credit reference information held against his name.backgroundMr A applied for an account with HSBC, but the application was turned down and HS... (2 pages)View decision -
Decision Reference DRN-2582024
22 Mar 2021 Santander UK Plc Not upheldMortgagesDRN-2582024 The complaint Mr and Mrs D have complained about a mortgage they held with Santander UK Plc. Their complaint can be broken down into four broad areas: Their title deeds. The lack of correspondence when they repaid the mortgage. The delay in receiving back the overpayment the... (4 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)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 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 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 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 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 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