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 4385 results
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Decision Reference DRN-4924713
3 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4924713 The complaint J, a limited company, has complained about HSB Engineering Insurance Limited. J approached HSB to provide a structural warranty for a building development, but HSB refused to provide cover. What happened J is a developer of properties. It seeks warranties for ... (2 pages)View decision -
Decision Reference DRN6870297
28 Mar 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr E says The Royal Bank of Scotland Plc (hereafter “RBS”) mis-sold him a payment protection insurance (“PPI”) policy.background This complaint is about a credit card PPI policy taken out in 2000. The policy was added to Mr E’s credit card account when he applied for the card in a fac... (2 pages)View decision -
Decision Reference DRN5610131
10 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This is a complaint that The Royal Bank of Scotland Plc (RBS) mis-sold payment protection insurance (PPI) to Mr M. backgroundThis complaint is about a credit card PPI policy taken out in 2000. RBS sold Mr M the policy at the same time that he applied for the card.Our adjudicator didn’t rec... (2 pages)View decision -
Decision Reference DRN-2424797
17 May 2021 Calpe Insurance Company Limited Not upheldInsuranceDRN-2424797 The complaint Mr S complains that Calpe Insurance Company Limited didn’t offer him a payment for his stolen car when he made a claim on his motor insurance policy. What happened Mr S bought the policy in May 2019 and reported the car stolen two months later. He says Calpe would... (2 pages)View decision -
Decision Reference DRN6538745
3 Dec 2014 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr M complains that Swinton Group Ltd continued to send him marketing information after he repeatedly opted out. He seeks an apology and compensation for his expenses and inconvenience.backgroundMr M obtained a quote for motor insurance from Swinton in 2012 but did not accept it. He then... (2 pages)View decision -
Decision Reference DRN9649788
11 Feb 2020 TSB Bank plc Not upheldBanking and creditMr M1 on behalf of Mr M2 complains about how TSB Bank plc dealt with registration of a Lasting Power of Attorney (LPA) on Mr M2’s account.backgroundMr M1 holds LPA for his brother Mr M2. Mr M1 and his partner made attempts in October 2018 to register that LPA on his brother’s TSB account. ... (2 pages)View decision -
Decision Reference DRN1680286
8 May 2015 MEM Consumer Finance Limited Not upheldBanking and creditMs M complains that MEM Consumer Finance Limited (which she took a loan with) registered a default on her credit file without sending her a default notice. She also says that MEM is asking her to pay the balance which she has already settled.backgroundOur adjudicator d... (2 pages)View decision -
Decision Reference DRN9330662
8 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited (BG) whenit wasn’t able to repair his boiler as the model wasn’t on its service list.backgroundMr S has for a number of years had a HomeCare policy from BG. In 2017 he had a newboiler fitted, and he assumed it ... (4 pages)View decision -
Decision Reference DRN-4611674
16 Feb 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611674 The complaint Mr F has complained about a transfer of his Standard Life Assurance Limited group personal pension to an occupational scheme in 2011. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are access... (6 pages)View decision -
Decision Reference DRN0068482
16 Dec 2016 Covea Insurance plc UpheldInsurance (excluding PPI)Mr L, as director of D, a limited company, complains that Covéa Insurance plc rejected its claim for the theft a company vehicle.backgroundAs well as being a director of D, Mr L is an employee at a vehicle dealership. A vehicle owned by D was due to be serviced, ... (2 pages)View decision
