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 362195 results
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Decision Reference DRN-4510768
2 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4510768 The complaint Mr and Mrs B complain about premium increases to their Aviva Insurance Limited home insurance policy. Both Mr and Mrs B are named policyholders on their Aviva policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the in... (2 pages)View decision -
Decision Reference DRN-4578317
2 Apr 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4578317 The complaint Mr D has complained that when he tried to make a payment to his Madison CF UK Limited - trading as 118 118 - credit card, he wasn’t able to link that account to his bank card. This resulted in him being unable to make his due payment. Consequently, 118 118 has blo... (2 pages)View decision -
Decision Reference DRN-4676103
2 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4676103 The complaint Ms T complains about Royal & Sun Alliance Insurance Limited (“RSA”) and the service they provided to her when contacting her directly following a claim she made on her insurance policy. What happened The claim and circumstances are well known to both parties, ... (4 pages)View decision -
Decision Reference DRN-4574336
2 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4574336 The complaint Mr Y complains Bank of Scotland plc trading as Halifax took money from his account. What happened Mr Y’s account was debited over £4,000. Mr Y didn’t recognise this transaction and contacted Halifax. Halifax told Mr Y it had taken the money because of a court orde... (2 pages)View decision -
Decision Reference DRN-4644250
2 Apr 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4644250 The complaint Mr L complains about AA Underwriting Insurance Company Limited (“AAIC”) and their decision to void his policy after he contacted them to make a claim. Mr L has been represented by Mr B during the claim and complaint process. For ease of reference, I will refer to ... (4 pages)View decision -
Decision Reference DRN-4632828
2 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4632828 The complaint Mrs M complains that U K Insurance Limited trading as Direct Line (“UKI”) declined a claim on her pet insurance policy. What happened Mrs M adopted a cat from a rescue centre in November 2020. At the time she was told her cat had tested positive for Feline Immunod... (3 pages)View decision -
Decision Reference DRN-4674959
2 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4674959 The complaint Mrs H and Mr H complain about Liverpool Victoria Insurance Company Limited (“LV”) for declining their claim for damage to their boundary wall during storm weather. They want LV to make a contribution towards the repair costs as their neighbours’ insurers have done... (3 pages)View decision -
Decision Reference DRN-4487780
2 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4487780 The complaint Mrs H and Mr S’ complaint about Lloyds Bank PLC (Lloyds) relates to their mortgage account and the service they received when asking for information about it. What happened Mrs H and Mr S took out a commercial property loan (mortgage) against a property they owned... (4 pages)View decision -
Decision Reference DRN-4631749
2 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4631749 The complaint Mrs S has complained about how Advantage Insurance Company Limited (Advantage) dealt with a claim under a motor insurance policy. References to Advantage include companies acting on its behalf. What happened Mrs S was involved in an accident while driving her car.... (3 pages)View decision -
Decision Reference DRN-4716857
2 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4716857 The complaint Ms T complains about Nationwide Building Society’s mis advice which has caused her to lose her ISA allowance and pay a higher than expected penalty fee. What happened I issued a provisional decision on 20 February 2024, and this is what I said: I’ve considered the... (5 pages)View decision
