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 DRN-5834577
29 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5834577 The complaint Mrs D and Mr D complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled their motor insurance policy. What happened From February 2022, Mr D on behalf of Mrs D insured an electric car with Admiral. She was the policyholder, and he was a named... (3 pages)View decision -
Decision Reference DRN8909157
5 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs N complains HSBC UK Bank Plc trading as first direct (“first direct”) are incorrectly chasing her for repayment of monies and have placed a default marker on her credit report. Mrs N is assisted in bringing her complaint by her husband Mr N.backgroundMrs N came ... (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 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 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 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 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 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-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