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 4563 results
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Decision Reference DRN0527058
23 Nov 2016 Northern Bank Limited UpheldPayment protection insurance (PPI)Mr M says Northern Bank Limited (NBL) mis-sold him a payment protection insurance (PPI) policy. backgroundThis complaint is about a credit card PPI policy Mr M took out in 2008. It was added to his account when he applied for the card in person.Our adjudicator uph... (2 pages)View decision -
Decision Reference DRN0316686
13 Jun 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Miss B complains that Zenith Insurance plc cancelled her motor insurance policy from the start (voided it) and declined two claims because she wasn’t the car’s registered keeper. Miss B is represented in this matter by her solicitor.backgroundMiss B took out a polic... (2 pages)View decision -
Decision Reference DRN-4970253
16 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4970253 The complaint Mr P has complained that esure Insurance Limited unreasonably cancelled his motor policy following a claim. What happened Mr P insured his car with esure from June 2023. Sadly, in July 2023 his car caught fire and was eventually deemed a total loss. Mr P bough... (9 pages)View decision -
Decision Reference DRN4433435
21 Apr 2020 BISL Limited Not upheldInsurance (excluding PPI)Mr J has complained about BISL Limited. He believes it renewed his home insurance policy between 2015 and 2018 without his authorisation. He says, when he complained, it only offered to refund half of the premium.background Mr J, via his mother, Mrs J, arranged cover with BISL in 2014. The... (2 pages)View decision -
Decision Reference DRN0228556
18 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr M complains that National Westminster Bank Plc did not do enough to protect him from fraud on his account and provided poor customer service.background Mr M was the victim of an ‘account take over’. A fraudster managed to obtain sufficient personal details to orde... (2 pages)View decision -
Decision Reference DRN4104631
28 Feb 2018 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr W has complained that Automobile Association Insurance Services Limited’s service to him was poor after he made a claim under his car insurance policy.backgroundMr W made a claim under his car insurance policy through his broker, AA. His car was deemed a total loss... (2 pages)View decision -
Decision Reference DRN6938362
1 Feb 2017 National Westminster Bank Plc UpheldBanking and creditMr C complains that National Westminster Bank Plc made him attend a branch to prove his identity and then later closed his account.background Mr C had a current account and a credit card account with NatWest. He says his online banking was blocked and he was told ... (2 pages)View decision -
Decision Reference DRN0829682
13 Oct 2016 esure Insurance Limited Not upheldInsurance (excluding PPI)Miss G complains that esure Insurance Limited didn’t pay her enough for her car when she claimed on her motor insurance policy after it was stolen.backgroundMiss G paid £12,795 for her car in February 2016. After the theft in August 2016, esure offered her £10,345. I... (2 pages)View decision -
Decision Reference DRN8863309
14 Jan 2016 Enterprise Insurance Company plc UpheldInsurance (excluding PPI)Mr H complains that Enterprise Insurance Company plc gave poor service under his taxi insurance. backgroundMr H reported fire damage to his taxi. Enterprise eventually decided he’d had an electrical problem not covered by the policy. Its salvage agents returned the vehicl... (2 pages)View decision -
Decision Reference DRN-3506210
19 Jul 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3506210 The complaint Mr I complains about the value Ageas Insurance Limited (Ageas) put on his car. What happened Mr I had motor insurance underwritten by Ageas. His car was involved in an accident and Ageas decided it couldn’t be economically repaired. Ageas offered Mr I £13,330 to s... (2 pages)View decision
