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 4790 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-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 DRN4274472
25 Jan 2017 Red Sands Insurance Company (Europe) Limited UpheldInsurance (excluding PPI)Mr J complains about how Red Sands Insurance Company (Europe) Limited dealt with his claim under his pet insurance policy.My references to Red Sands include its agents.backgroundSadly Mr J’s dog passed away. He made a claim against his pet insurance for her death and... (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-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 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 DRN5462706
8 May 2019 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Ms T has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. didn't pay her enough to settle her guaranteed asset protection (GAP) insurance claim.Reference to Mapfre includes its agents.backgroundMs T had an accident and her car ... (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