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
-
Decision Reference DRN-3385439
13 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3385439 The complaint Miss B complains that Admiral Insurance Company Limited mishandled her motor insurance policy. Miss B is represented by her mother. Where I refer to Admiral, I include employees and others insofar as I hold Admiral responsible for their acts or omissions. What hap... (3 pages)View decision -
Decision Reference DRN8435188
7 Jun 2017 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs N complain that the card registration service provided through Lloyds Bank Plc made several errors. They want a guarantee that mistakes will not be made in the future and compensation for the trouble and worry caused to them. I’ll mainly refer to Mr N as ... (2 pages)View decision -
Decision Reference DRN-4354334
20 Dec 2023 esure Insurance Limited Not upheldInsuranceDRN-4354334 The complaint Mr A complains that esure Insurance Limited (‘Esure’) unfairly settled a third party’s motor insurance claim and decided he was at fault for an alleged accident. What happened Mr A had a fully comprehensive motor insurance policy with Esure. In April 2023, Mr A’s ... (2 pages)View decision -
Decision Reference DRN9771767
27 Dec 2017 UCB Home Loans Corporation Ltd Not upheldBanking and creditMr O complains that UCB Home Loans Corporation Ltd sold his property was too little after it repossessed it. He wants matters put right.backgroundMr O had a buy-to-let mortgage with UCB but got into arrears. UCB repossessed the property and later sold it in an auct... (2 pages)View decision -
Decision Reference DRN1958950
24 May 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy.backgroundMr G was involved in an accident in which his car was damaged. Ageas said it was beyond economic repair. Mr G complained that his insurer sold the car to someone e... (3 pages)View decision -
Decision Reference DRN4249478
10 Oct 2013 Northern Rock (Asset Management) plc Not upheldBanking and creditMr N complains that he was mis-sold a mortgage with Northern Rock (Asset Management) plc, trading as NRAM, and that it appointed Law Property Act receivers to take responsibility of the management of his three properties when he disputed his mortgage accounts.backgroundAfter receiving... (2 pages)View decision -
Decision Reference DRN5397698
17 May 2019 Motors Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs T, brings a complaint on behalf of Mr T, against Motors Insurance Company Limited (“MIC”), for failing to meet the balance of the finance agreement under a GAP insurance policy and for the delay in dealing with the claim.backgroundIn February 2018 Mr T bought a ... (2 pages)View decision -
Decision Reference DRN3575963
28 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr S complains that Barclays Bank PLC wrongly reported that he had made a fraudulent account application. This has affected his ability to borrow elsewhere.backgroundMr S applied for a business account with Barclays in 2012. He was asked to give details of all the pro... (2 pages)View decision -
Decision Reference DRN-5094520
10 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5094520 The complaint Mr J complains about the quality of a car he has financed through an agreement with Advantage Finance Ltd (‘Advantage’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN-3755053
14 Oct 2022 Covea Insurance plc Not upheldInsuranceDRN-3755053 The complaint Mr P complains Covea unfairly cancelled his motor insurance policy and declined his claim. What happened In June 2020 Mr P’s Covea motor insurance renewed. In April 2021 his vehicle was stolen. He claimed on his policy. But Covea retrospectively cancelled his poli... (2 pages)View decision
