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 375868 results
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Decision Reference DRN7393699
14 Jan 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)A holds a commercial insurance policy with Aviva Insurance Limited. It is unhappy that Aviva has declined a claim under its public liability cover for damage it caused to an item of machinery. backgroundThree companies were involved in the events that resulted i... (2 pages)View decision -
Decision Reference DRN0276458
14 Jan 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr W complains that Liverpool Victoria Insurance Company Limited (“LV”) won’t honour a promise it made to provide a new replacement car under his motor insurance policy, after his car was stolen.backgroundIn July 2015, Mr W’s house was burgled, and his car keys and car... (2 pages)View decision -
Decision Reference DRN5108911
14 Jan 2016 Halifax Share Dealing Limited Not upheldInvestment and pensionsMr D complains about poor service from Halifax Share Dealing Limited (HSDL) when he tried to open iWeb ISA and SIPP accounts. He says he lost the opportunity to invest because HSDL wouldn’t accept his identity documents. background Mr D applied to open an iWeb ISA acco... (3 pages)View decision -
Decision Reference DRN2824820
14 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMr D says Bank of Scotland plc (trading as Halifax) won’t refund incorrect direct debit payments made from his account. So the bank isn’t complying with the direct debit guarantee. our initial conclusionsOur adjudicator didn’t recommend the complaint should be upheld. Sh... (2 pages)View decision -
Decision Reference DRN3507652
14 Jan 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that Advantage Insurance Company Limited (trading as Hastings Direct) settled a claim made against his motor insurance policy on a 50/50 split liability basis when he says he wasn’t at fault. He is also unhappy with how it handled his claim and responde... (2 pages)View decision -
Decision Reference DRN2043475
14 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr M complains that National Westminster Bank Plc (“NatWest”) continued to apply interest and charges to his account when he was in financial difficulties.background Mr M says he told NatWest he was unemployed and in financial difficulties in 2011. He adds that he asked ... (2 pages)View decision -
Decision Reference DRN5852355
14 Jan 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs H complain about the lack of advice they received from AXA Insurance UK Plc about their claim for stolen goods under their contents policy. They said this meant that theyhaven’t recovered the full value of their loss. References to Mr and Mrs H’s content... (5 pages)View decision -
Decision Reference DRN7023390
14 Jan 2016 Instant Cash Loans Limited UpheldBanking and creditMr W is unhappy because Instant Cash Loans Limited, trading as PaydayUK, is asking him to repay a loan which he didn’t take out.Mr W is represented in his complaint by a local advice centre.backgroundPayday UK received a loan application from Mr W in January 2015. A... (2 pages)View decision -
Decision Reference DRN0735370
14 Jan 2016 HSBC Bank plc Not upheldInvestment and pensionsN complains that whilst HSBC Bank Plc has agreed it mis-sold it an interest rate swap product in February 2007, it hasn’t paid enough compensation. In particular, N says HSBC hasn’t provided for all the consequential loss it suffered as a result of the mis-sale.backg... (3 pages)View decision -
Decision Reference DRN6561755
14 Jan 2016 Elite Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that Elite Insurance Company Limited declined their claim made on their home insurance for external and internal damage at their home.backgroundMr M noticed a hairline crack in the ceiling and then the ceiling came down. He believed there was a ... (2 pages)View decision
