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 4310 results
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Decision Reference DRN9400061
8 May 2017 Mulsanne Insurance Company Limited Not upheldInsurance (excluding PPI)Ms B is unhappy Mulsanne Insurance Company Limited has unfairly refused to deal with her claim under her motor insurance policy.backgroundMs B took out a policy with Mulsanne in February 2016. In May 2016, Ms B’s car was involved in an accident. It had later been r... (2 pages)View decision -
Decision Reference DRN-4036177
5 May 2023 U K Insurance Limited Not upheldInsuranceDRN-4036177 The complaint Mr I complains that UK Insurance Limited (“UKI”) declined a claim under his motor insurance policy. What happened Mr I had a motor insurance policy with UKI covering his car. In June 2022, Mr I’s car was stolen, and he made a claim. UKI declined his claim because ... (3 pages)View decision -
Decision Reference DRN8320834
28 Sep 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mr M and Miss M are complaining U K Insurance Limited (UKI) changed the wrong car on their car insurance policies which meant Miss M was stopped for driving without insurance.backgroundMr M and Miss M had two car insurance policies through UKI to insure two differe... (2 pages)View decision -
Decision Reference DRN-3859969
15 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3859969 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) wasn’t fit for purpose. What happened Mr M entered into a hire purchase agreement with VWFS in October 2019 to acquire a used car. At t... (5 pages)View decision -
Decision Reference DRN-5353043
18 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5353043 The complaint Mr and Mrs D’s complaint is about the way The Mortgage Business Plc (TMB) dealt with the sale of a buy-to-let (BTL) property. After the mortgage term expired, Mr and Mrs D tried to sell the property, but without success. They agreed with TMB that it would take ... (5 pages)View decision -
Decision Reference DRN-1593276
21 May 2020 Assurant General Insurance Limited UpheldInsuranceDRN-1593276 The complaintMr G is unhappy with how Assurant General Insurance Limited (trading as Lifestyle Services Group) handled a claim he made under his mobile phone insurance policy. Mr G is represented by his wife, Mrs G, but to keep things simple I’ll refer only to Mr G. What happen... (4 pages)View decision -
Decision Reference DRN8132181
9 Jul 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains about poor claims handling by Acromas Insurance Company Limited("Acromas") when his car was badly damaged in an accident and he claimed under hismotor insurance policy with Acromas.backgroundI issued a provisional decision on this complaint on 26 June 2019. Mr W sa... (5 pages)View decision -
Decision Reference DRN1840652
18 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr B complains about the default registered on his credit file by Lloyds Bank plc (previously Lloyds TSB Bank Plc). He also says that the account should have been converted to a student account in 2007 and should not have been converted to a graduate account in 2012. backgroundIn 2007, M... (2 pages)View decision -
Decision Reference DRN3736129
27 Mar 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs Z have complained that UK Insurance Limited (“UKI”) have declined their claim for the loss of Mrs Z’s dental crown when they were initially told that the claim would be met.backgroundMrs Z’s dental crown was, accidentally, thrown away and she rang UKI to see if this loss ... (2 pages)View decision -
Decision Reference DRN8797670
19 Apr 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold a Royalties Gold packaged bank account to him in 2012. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundOne of our adjudicators looked at Mr F’s complaint already an... (2 pages)View decision
