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 4393 results
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Decision Reference DRN-2277676
18 Dec 2020 esure Insurance Limited Not upheldInsuranceDRN-2277676 The complaint Miss M complains that esure Insurance Limited (“esure”) won’t provide her with a letter of indemnity after she was stopped by the police for driving her car without a valid motor insurance policy. What happened On 13 April 2020, Miss M bought a motor insurance pol... (3 pages)View decision -
Decision Reference DRN-2421893
26 Jan 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2421893 The complaint Mr H complains that Great Lakes Insurance SE have declined his claim unfairly. What happened In July 2019, Mr H became responsible for two cats through a cat protection company. One of the cats (cat A) had a special diet due to a hereditary gut condition, and Mr H... (3 pages)View decision -
Decision Reference DRN5002331
11 Apr 2019 Lloyds Bank PLC Not upheldBanking and creditMs W has complained that Lloyds Bank Plc (“Lloyds”) mis-sold a Select account in 2007 and a Premier account to her in November 2009.backgroundPrior to this complaint being brought to this service, Lloyds put Ms W back in the position that she would have been in ha... (2 pages)View decision -
Decision Reference DRN7977351
7 Jun 2016 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr N complains that Tesco Underwriting Limited has recorded a fault claim against him on the Claims and Underwriting Exchange database (CUE). He says this has resulted in a huge increase in the cost of his car insurance for a claim that was nothing to do with ... (2 pages)View decision -
Decision Reference DRN7889656
24 May 2018 Santander Consumer (UK) Plc Not upheldBanking and creditMr G complains that Santander Consumer (UK) Plc sent him a letter which he says led him to believe that he didn’t need to make any further repayments under his car financing agreement. Santander later told Mr G it had sent the letter by mistake, and that his financ... (2 pages)View decision -
Decision Reference DRN2657847
20 Dec 2017 TSB Bank plc Not upheldBanking and creditMr and Mrs B have complained that TSB Bank Plc (“TSB”) mis-sold them three packaged bank accounts. A Select account sold prior to late 2001, a Gold account in August 2004 and a Platinum account in May 2006.backgroundOne of our adjudicators has looked into this comp... (2 pages)View decision -
Decision Reference DRN-2722879
15 Jun 2021 Ascent Performance Group Limited Not upheldMortgagesDRN-2722879 The complaint Mr B complains that Ascent Performance Group Limited didn’t act fairly when he repaid a shared equity loan. Ascent administers the loan on behalf of the lender. He asks that it assists in updating his property title. What happened Mr B repaid a shared equity loan ... (2 pages)View decision -
Decision Reference DRN-1800432
28 May 2020 Kindertons Ltd Not upheldClaims ManagementDRN-1800432 The complaintMr W is unhappy with the price he’d received from Kindertons Ltd for his van, after it’d been written off in a road traffic accident. What happenedMr W’s van was involved in a non-fault road traffic accident in November 2019. Kindertons were instructed to manage th... (2 pages)View decision -
Decision Reference DRN-3431591
16 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3431591 The complaint Mr G complains that a call handler acting on behalf of Aviva Insurance Limited spoke to him rudely following a claim he had made under his motor insurance policy. What happened Mr G reported an incident in August 2021 when his vehicle was damaged. Aviva arranged f... (2 pages)View decision -
Decision Reference DRN-2894783
6 Sep 2021 Covea Insurance plc Not upheldInsuranceDRN-2894783 The complaint Mr G complains that Covea Insurance plc didn’t tell him that a marker would still be recorded against his motor insurance policy on the Claims and Underwriting Exchange (CUE) database after he had repaid his claim. He wants the marker removed or compensation for t... (2 pages)View decision
