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 4212 results
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Decision Reference DRN-3212062
14 Dec 2021 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3212062 The complaint Mr T is unhappy with the amount he was charged by Royal & Sun Alliance Insurance Plc (trading as MORE TH>N) for his car insurance, even though he had nine years’ no-claims bonus. He also complains that they failed to update the details they held about his c... (5 pages)View decision -
Decision Reference DRN-5155263
19 Nov 2024 Peppercorn Insurance Services Limited UpheldInsuranceDRN-5155263 The complaint Mr M complains that Peppercorn Insurance Services Limited (Peppercorn) charged him a fee when he was left with no option but to cancel his car insurance policy. What happened Mr M had a car insurance policy purchased via Peppercorn. Prior to collecting a new c... (5 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 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 DRN-2169392
6 Jan 2021 One Insurance Limited UpheldInsuranceDRN-2169392 The complaint Mr S complained about the way One Insurance Limited dealt with a claim he made under his car insurance policy. All reference to One Insurance in my decision includes its agents. What happened Mr S reported flood damage to his car to his insurer, One Insurance in 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 -
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 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 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 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
