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 DRN2962339
1 Dec 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss K is unhappy because Admiral Insurance Company Limited won’t pay out on her motor insurance claim after her car was stolen. Admiral won’t pay because the car was cloned. It says Ms K was not the true owner.backgroundMiss K bought a second hand car which was then s... (1 page)View decision -
Decision Reference DRN3642914
20 Feb 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMr N complains that Marks & Spencer Financial Services plc unfairly closed his credit card account.backgroundMr N had a credit card with M&S. Two cheques were paid into the account and subsequently discovered to be fraudulent. M&S told Mr N that it would allow the account to ... (2 pages)View decision -
Decision Reference DRN1049342
28 May 2020 esure Insurance Limited UpheldInsurance (excluding PPI)Miss M complains that esure Insurance Limited (esure) paid out a third party claim against her which she disputes.backgroundMiss M had a car insurance policy with esure. A third-party insurer (TPI) contacted esure and claimed that Miss M was driving a car on a petrol station forecourt and,... (5 pages)View decision -
Decision Reference DRN-4615634
13 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4615634 The complaint Mr H complains that the offer Admiral Insurance (Gibraltar) Limited made to settle his motor insurance claim is too low. What happened Mr H had a fully comprehensive motor insurance policy with Admiral. In April 2023, the vehicle was involved in an accident. Mr H ... (5 pages)View decision -
Decision Reference DRN-5053095
8 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5053095 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) settled a third-party claim under his motor insurance policy despite him informing them he was in direct discussion with the third-party with a view to settling the repairs. What happened Mr... (4 pages)View decision -
Decision Reference DRN1765588
27 Apr 2017 Mortgage Express Not upheldBanking and creditMs J complains that Mortgage Express made several errors in the administration of her accounts. Ms J would like to be compensated for those errors.background Ms J wrote to Mortgage Express to make the following complaints: Mortgage Express wrote to her at one of her p... (2 pages)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN4660699
30 Nov 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)P, a limited company, complains that Covea Insurance plc declined a claim on its commercial motor insurance policy. P is represented in this matter by Mr M, its director.backgroundMr M said his daughter and employee, Miss G’s, car was stolen from a car park. But ... (2 pages)View decision -
Decision Reference DRN8601201
6 Mar 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint is that U K Insurance Limited’s breakdown agent effectively stole her car and she wants the scrap value of £750. backgroundMs J’s car broke down so she called for assistance under her breakdown policy. The car was taken to her home address because garages were closed ... (2 pages)View decision -
Decision Reference DRN2152158
22 Jul 2020 RCI Financial Services Limited UpheldBanking and creditThe complaint Mr H’s complaint is about a car he has been financing through an agreement with RCI Financial Services Limited, trading as Nissan Finance (“Nissan”). He says the vehicle identification was incorrect. Whilst I understand Mr H has been represented throughout this complaint I wi... (2 pages)View decision
