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 4569 results
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Decision Reference DRN-1557448
12 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceThe complaint Mr D is unhappy Royal & Sun Alliance Insurance Plc (‘RSA’) avoided his motor insurance policy. This meant his claim for theft wasn’t covered. What happened Mr D bought a car insurance policy with RSA in February 2019. He bought the policy online through a price comparison... (3 pages)View decision -
Decision Reference DRN1724838
5 Sep 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)B’s complaint is about Aviva Insurance Limited’s decision to turn down a claim on its commercial insurance policy. The claim was for legal expenses insurance cover. The complaint is brought by Mr M, a Director of B. Mr M says that Aviva hasn’t acted fairly.All refe... (3 pages)View decision -
Decision Reference DRN5555166
17 Jun 2014 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out in July 2002 alongside a credit card. Mr B says that Bank of Scotland plc (BoS) mis-sold the policy. backgroundIn July 2002 Mr B applied for a credit card from BoS. At the same time, Mr B purchased the PPI p... (3 pages)View decision -
Decision Reference DRN3609677
14 Aug 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)background The background and circumstances of this complaint and my initial thinking are set out in my July 2015 provisional decision. I attach a copy of that decision, which forms a part of this final decision.Mr M and Zurich Insurance PLC have seen the provisional ... (3 pages)View decision -
Decision Reference DRN3196887
10 May 2017 Secure Trust Bank Plc UpheldBanking and creditMr L complains that Secure Trust Bank Plc trading as Moneyway set up a hire purchase agreement for the wrong car.backgroundMr L was looking for a car through a broker. During that process, Mr L discussed a number of different cars. Mr L signed a hire purchase credit... (3 pages)View decision -
Decision Reference DRN-5735294
15 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5735294 The complaint Mr K complains AWP P&C S.A. (“AWP”) has unfairly declined his claim on his motor warranty policy. He says this has caused him a great deal of distress and inconvenience. All references to AWP include its agents. What happened Mr K bought a car in July 2019.... (3 pages)View decision -
Decision Reference DRN7217059
14 Feb 2014 Reid Scott & Ross Limited UpheldInvestment and pensionsMrs A has complained that Reid Scott & Ross Limited (“RS&RL”) provided her with unsuitable advice to transfer the value of her preserved pension benefits from an occupational defined benefit pension scheme into a personal pension plan.backgroundThe adjudicator who considered Mr... (3 pages)View decision -
Decision Reference DRN3289979
16 Feb 2016 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr S complains about the way the National Farmers’ Union Mutual Insurance Society Limited (NFU) has dealt with a claim he made after his car was in a road accident.backgroundThe accident occurred on 31 May 2015. The other driver is being prosecuted for failing to sto... (3 pages)View decision -
Decision Reference DRN6380718
14 Oct 2014 Clements Europe Limited UpheldInsurance (excluding PPI)Mr Z complains that Clements Europe Limited mistakenly cancelled the motor insurance policy on his car. As a result, it was stopped by the police, impounded, and then destroyed.backgroundMr Z owned two cars, car A and car B. In November 2012 he took out two separate insurance policies f... (3 pages)View decision -
Decision Reference DRN-4244973
12 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4244973 The complaint A company which I’ll refer to as F complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) unfairly declined to open an account on its behalf. In bringing this complaint F is represented by its director who I’ll refer to as Mr K. What happened The ... (4 pages)View decision
