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-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 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 DRN5188455
8 Aug 2018 Lloyds Bank PLC Not upheldBanking and creditMrs G has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Select packaged bank account to her in 2007. backgroundOne of our adjudicators looked at Mrs G’s complaint and didn’t think Lloyds had mis-sold the packaged account. Mrs G disagreed and asked for an ombud... (2 pages)View decision -
Decision Reference DRN6105359
23 Aug 2016 Canada Square Operations Limited UpheldPayment protection insurance (PPI)Mr H says Canada Square Operations Limited (trading as “Egg”) mis-sold him a payment protection insurance (“PPI ”) policy.backgroundIn 2004, Mr H applied for an Egg credit card online. At the same time, it sold him a PPI policy to go with it. One of our adjudicators ... (2 pages)View decision -
Decision Reference DRN3080669
3 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs B complains that National Westminster Bank Plc mis-sold her a packaged bank account in May 2009. She complains that she didn’t gain any benefit from taking the account.backgroundMrs B held a basic fee-free account with NatWest. In May 2009 she upgraded it to a packaged “Advantage Gol... (2 pages)View decision -
Decision Reference DRN-3493101
25 May 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3493101 The complaint Mr L complains that Advantage Insurance Company Limited gave him incorrect advice about making a claim on his motor insurance policy. What happened Mr L’s car was hit and damaged by a stolen car. Advantage told Mr L that if he made a claim on his policy, then his ... (2 pages)View decision -
Decision Reference DRN-5277832
24 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5277832 The complaint Mr M complains that Aviva Insurance Limited (“Aviva”) unfairly deducted 20% from its settlement payment following a claim for the theft of his car, under his motor insurance policy. What happened Mr M’s car was stolen. He reported this to Aviva in May 2024. He ... (2 pages)View decision