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 4245 results
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Decision Reference DRN-1433862
8 Jun 2020 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-1433862 The complaintMiss C feels she was misled and inconvenienced by American Express Services Europe Limited (Amex) in respect of the card activation process having received a new card from it. What happenedMiss C has been an Amex customer for many years and in September 2019 Amex i... (3 pages)View decision -
Decision Reference DRN7482890
5 Sep 2017 TSB Bank plc Not upheldBanking and creditMiss A and Mr A have complained that TSB Bank plc (“TSB”) mis-sold a Gold packaged bank account to them in 2004. backgroundOne of our adjudicators has looked at the complaint already. They didn’t think TSB had mis- sold the Gold account. Miss A and Mr A disagreed and ... (2 pages)View decision -
Decision Reference DRN2557385
24 Sep 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr G complains that Tesco Underwriting Limited cancelled his motor insurance policy from the start (voided it), and declined his claim. It says this is because he wasn’t the car’s registered owner or keeper. He wants it to pay his claim. background Mr G said that he ... (3 pages)View decision -
Decision Reference DRN-2047663
26 Jan 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-2047663 The complaint Miss F complains about how Admiral Insurance Company Limited has handled a claim made on her motor insurance policy. She wants a refund of her premiums. What happened Miss F was involved in an incident which Admiral thought was non-fault. Miss F agreed for her car... (2 pages)View decision -
Decision Reference DRN7247197
19 Nov 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)ComplaintMr B complains that Admiral Insurance Company Limited has declined his claim for the theft of his car.BackgroundMr B made a claim to Admiral under his motor insurance policy for the theft of his car, after he reported it was stolen from outside a relative’s house.Admiral instruct... (3 pages)View decision -
Decision Reference DRN2089832
20 May 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr A complains that Admiral Insurance Company Limited unfairly cancelled his motor insurance policy.backgroundAfter Mr A took out the policy, Admiral asked him to provide some documents. Mr A complained that – before giving him enough opportunity to respond – Admiral ca... (3 pages)View decision -
Decision Reference DRN-5195990
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5195990 The complaint Mr K is unhappy with Aviva Life & Pensions UK Limited’s decision not to allow him to increase the level of protection under his income protection policy. What happened Mr K has income protection with Aviva. When he first took the policy, it was with another... (3 pages)View decision -
Decision Reference DRN-5411892
26 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceThe complaint X complains that Liverpool Victoria Insurance Company accepted liability on their behalf without proper consideration of the situation. What happened In March 2024 X was notified by LV that they had received a claim from another insurer who alleged that they had been involved... (3 pages)View decision -
Decision Reference DRN2429219
19 Mar 2015 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited registered a default on his credit file with no warning and even though he’d entered a debt management plan. He’d like MBNA to remove the default and allow him to enter a repayment plan to ensure that further defaults aren’t recor... (2 pages)View decision -
Decision Reference DRN-4077191
5 May 2023 West Bay Insurance Plc Not upheldInsuranceDRN-4077191 The complaint Mr L has complained about the amount West Bay Insurance Plc paid in settlement of a claim he made under his commercial motor insurance (van) policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (3 pages)View decision
