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 DRN3439897
24 Jul 2019 esure Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained that esure Insurance Limited took too long to deal with a claim he made under his car insurance policy.backgroundMr S bought a car insurance policy with esure. In July 2017 he reported an incident where he said he was hit in the rear by another driver. Mr S gave esure t... (2 pages)View decision -
Decision Reference DRN3590565
29 Dec 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr G complained that UK Insurance Limited (trading as Direct Line Car Insurance) mis-sold him his motor insurance policy and then handled his claim poorly. He wants compensation for the expenses he incurred as a result. background Mr G planned to take his family abr... (2 pages)View decision -
Decision Reference DRN-3566373
6 Oct 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3566373 The complaint Miss S complains that she was mis-sold a Select Added Value Account (AVA) in April 2006 and a Premier Added Value Account (PRAVA) in January 2009 by Lloyds Bank PLC (Lloyds). What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-1868221
11 Jun 2020 Admiral Insurance Company Limited UpheldInsuranceThe complaint Mr G’s car was stolen, and he claimed on his motor insurance policy with Admiral Insurance Company Limited. He’s unhappy with the amount Admiral paid him for the value of his car. What happened Mr G’s car was stolen in January 2020 and never recovered. He claimed against his ... (3 pages)View decision -
Decision Reference DRN-3111233
21 Oct 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3111233 The complaint Mr S and Miss S complain that Santander UK Plc won’t refund money they lost to an investment scam. As Miss S had most of the dealings with Santander, for ease of reading, I’ll refer to her alone in this decision. What happened Miss S came across the merchant Black... (2 pages)View decision -
Decision Reference DRN-3855806
25 Jan 2023 esure Insurance Limited Not upheldInsuranceDRN-3855806 The complaint Miss S complains that the amount esure Insurance Company Limited (trading as Sheilas’ Wheels) offered to settle her motor insurance claim is too low. References to esure include its agents. What happened In mid-2022, Miss S made a claim under her motor insurance p... (2 pages)View decision -
Decision Reference DRN4838544
2 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr B has complained that National Westminster Bank Plc (NatWest) mis-sold him an Advantage Gold packaged account in 1999. He paid a monthly fee for the account which offered several benefits in return.Mr B has used a claims management company (CMC) to bring his comp... (2 pages)View decision -
Decision Reference DRN-4739586
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4739586 The complaint Mr V complains that the settlement payment esure Insurance Limited (esure) offered him was too low, following the total loss of his car, under his motor insurance policy. What happened Mr V’s car was damaged in an accident. He contacted esure to make a claim. It c... (2 pages)View decision -
Decision Reference DRN-4947299
2 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4947299 The complaint Ms S has complained about the way Advantage Insurance Company Limited administered her motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of thi... (2 pages)View decision -
Decision Reference DRN5637844
25 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr G has complained that his car insurer, Aviva Insurance Limited passed his information to third parties without his permission. Mr G called Aviva to tell it about an incident in September 2017.backgroundMr G bought a car insurance policy with Aviva. In September 201... (2 pages)View decision
