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 DRN5129065
4 Mar 2019 Melton Mowbray Building Society Not upheldPayment protection insurance (PPI)summary and background to complaintMr and Mrs K have complained about the sale of a payment protection insurance (PPI) policy taken out in December 1998 in connection with a mortgage with Melton Mowbray Building Society (“MMBS”). MMBS says that an introducer was responsible... (2 pages)View decision -
Decision Reference DRN0420058
23 Sep 2018 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains Admiral Insurance Company Limited has paid out on a claim even though he wasn’t involved in the accident, nor was his car. He complains about the way Admiral Insurance Company Limited handled the claim too.backgroundMr G had a car insurance policy with D... (2 pages)View decision -
Decision Reference DRN2246627
10 Jan 2020 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained about U K Insurance Limited’s decision to record a claim against hiscar insurance policy as a fault claim.backgroundMr C bought a car insurance policy with UKI. On 8 October 2016 Mr C sold his car to abodyshop. It was damaged and had no MOT. He didn’t tell UKI about the... (2 pages)View decision -
Decision Reference DRN9608829
18 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr T complains that Lloyds Bank plc won’t refund to him the money that he paid for some hotel accommodation. He also complains about the customer service that he’s received from Lloyds. backgroundPayments of £4,297.17 and £430.20 were charged to Mr T’s Lloyds credit c... (2 pages)View decision -
Decision Reference DRN5362780
10 Oct 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S complains that Advantage Insurance Company Limited settled a third party’s claim against his car insurance policy when it shouldn’t have.References to Advantage include its agents and claim administrator.backgroundAdvantage was contacted by a third party to make a cla... (2 pages)View decision -
Decision Reference DRN6071241
6 Jun 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr Q complains that Admiral Insurance Company Limited accepted that a named driver on his car insurance policy was responsible for an accident. The incident has now been recorded on the insurance databases as a ‘fault’ incident. He would like Admiral to remove the ent... (2 pages)View decision -
Decision Reference DRN-3205812
29 Dec 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3205812 The complaint S, a limited company, complains that Aviva Insurance Limited avoided its commercial motor insurance policy (treated it as if it never existed) and declined its claim following an accident. S is represented in this matter by Mr T, its director. He wants Aviva to pa... (2 pages)View decision -
Decision Reference DRN9360743
29 May 2018 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Mr P is unhappy that AXA PPP Healthcare Limited will not cover his GP consultations in the UK.backgroundMr P has a private medical insurance policy with AXA. He has previously made successful claims on his policy for GP charges. But in the last twelve months ... (2 pages)View decision -
Decision Reference DRN1629840
26 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs W complain that Bank of Scotland plc (BoS) have failed to return and lost the title deeds to their property. This has resulted in them having to pay £796 for replacement deeds.backgroundMr and Mrs W repaid their mortgage in August 1997, but believed they’... (2 pages)View decision -
Decision Reference DRN1439706
5 Dec 2017 Close Brothers Limited UpheldBanking and creditMr S complains that a car he took receipt of and that was financed under a conditional sale agreement with Close Brothers Limited was faulty when he received it. He wants to reject it as the cost of repair is prohibitive.backgroundIn July 2015 Mr S took receipt o... (2 pages)View decision
