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 118878 results
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Decision Reference DRN-3395308
6 Apr 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3395308 The complaint Miss J complains that Casualty & General Insurance Company (Europe) Ltd wants to remove public liability cover from her pet insurance policy before it will consider her claim. What happened Miss J arranged pet insurance for her new puppy. About a week later on... (3 pages)View decision -
Decision Reference DRN-3367363
6 Apr 2022 Brazier Consulting Services Ltd UpheldClaims ManagementDRN-3367363 The complaint Mr M complains about an invoice he has received from Brazier Consulting Services Ltd (“Brazier”) for work carried out on claims for mis-sold Payment Protection Insurance (PPI) and payday loans. What happened Mr M instructed Brazier to act on his behalf in relation... (4 pages)View decision -
Decision Reference DRN-3418841
6 Apr 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3418841 The complaint Mrs H is unhappy with the service she received from HSBC UK Bank Plc when she asked them for assistance during a period where she was struggling financially, including that HSBC ultimately defaulted her account. What happened In April 2020, Mrs H contacted HSBC an... (4 pages)View decision -
Decision Reference DRN-3295728
6 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3295728 The complaint S complained that they had some insurance policies unfairly cancelled by British Gas Insurance Limited (“British Gas”) because of a misunderstanding in relation to a claim under their home emergency policy. What happened British Gas’ contractor was unable to compl... (3 pages)View decision -
Decision Reference DRN-3412941
6 Apr 2022 U K Insurance Limited UpheldInsuranceDRN-3412941 The complaint S, a limited company, complains U K Insurance Limited (UKI) voided its tradesman’s insurance policy because it incorrectly described a past claim when taking out the policy. S is represented by one of its directors, Ms P. What happened S had insurance with a diffe... (3 pages)View decision -
Decision Reference DRN-3312711
6 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3312711 The complaint Ms L (through her representative, Mr S) has complained about Admiral Insurance Company Limited’s valuation of her car when she was involved in an accident – and about other costs she incurred as a result of storing the car. What happened In summer 2020, Ms L was i... (4 pages)View decision -
Decision Reference DRN-3419387
6 Apr 2022 National House-Building Council UpheldInsuranceDRN-3419387 The complaint Mr M and Miss M complain National House-Building Council (NHBC) has unfairly declined to cover the cost of interim fire safety measures, as part of an accepted building warranty claim, which was made on their Buildmark policy. What happened Mr M and Miss M own an ... (8 pages)View decision -
Decision Reference DRN-3368504
6 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3368504 The complaint Mr C has complained that Santander UK Plc processed a product switch on a mortgage account he holds jointly with his former partner, Miss B, without his consent. To settle the complaint, Mr C wants Santander to unwind the new mortgage product, and pay compensation... (3 pages)View decision -
Decision Reference DRN-3380814
6 Apr 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3380814 The complaint Mr D complained his motor insurance policy was unfairly cancelled by Liverpool Victoria Insurance Company Limited (“LV”). What happened As the renewal of Mr D’s policy was approaching, Mr D received a communication from LV informing him that his policy would autom... (3 pages)View decision -
Decision Reference DRN-3416618
6 Apr 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3416618 The complaint Miss T is unhappy that Bank of Scotland plc (BOS) have been incorrectly reporting adverse information to her credit file. What happened Miss T had a current account with BOS with an agreed overdraft facility. In April 2020, the balance of Miss T’s account was such... (3 pages)View decision
