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 DRN7203120
17 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited following a claim under his home emergency insurance.background Mr S originally had a Homecare 200 policy with British Gas. In 2014 Mr S contacted British Gas in order to upgrade his policy to a... (2 pages)View decision -
Decision Reference DRN8871465
8 Mar 2018 Bank of Scotland Plc UpheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (PPI) policy taken out in 1998. Mr C says Bank of Scotland Plc (BoS) mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable i... (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 DRN4238106
10 Dec 2015 First Central Insurance Management Ltd Not upheldInsurance (excluding PPI)Mr U complains that First Central Insurance Management Limited dealt badly with a claim he made on his motor insurance policy. backgroundMr U’s car was written-off following an incident at the end of June 2014. First Central didn’t pay him for it until March 2015. M... (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 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 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
