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-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 -
Decision Reference DRN-5568569
28 May 2025 Santander UK Plc Not upheldConsumer CreditDRN-5568569 The complaint Ms G complains that Santander UK Plc was responsible for her personal data being left in an unsecured location, which resulted in it going missing. What happened Ms G made a Data Subject Access Request (DSAR) with Santander. Santander processed the request, an... (3 pages)View decision -
Decision Reference DRN8618559
26 Jan 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined to pay his claim on his motor insurance policy following an accident. He wants it to pay the £5,000 claim.backgroundMr D said a van hit his car but he was unable to get the van’s details... (2 pages)View decision -
Decision Reference DRN6714251
18 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMiss W has complained that Lloyds Bank PLC mis-sold a Silver packaged bank account to her in 2008. She pays a monthly fee for the account, which offers a number of benefits in return.Miss W has used a claims management company (CMC) to bring her complaint to us. b... (2 pages)View decision -
Decision Reference DRN-2559119
2 Feb 2021 MI Money Limited Not upheldBanking and PaymentsDRN-2559119 The complaint Mrs B has complained that MI Money Ltd, trading as TotallyMoney, allowed a third party to take out credit cards in her name. What happened On 26 April 2019, Mrs B checked her status with a credit reference agency, which she uses. She discovered that TotallyMoney h... (3 pages)View decision -
Decision Reference DRN-6034245
14 Jan 2026 RAC Insurance Limited Not upheldInsuranceDRN-6034245 The complaint Mr S is unhappy with the way RAC Insurance Limited (RAC) dealt with a personal injury claim under his motor insurance policy following a road traffic accident. What happened Mr S took out a motor insurance policy with RAC in April 2023 following an online quot... (2 pages)View decision -
Decision Reference DRN-2930115
4 Nov 2021 Oodle Financial Services Limited Not upheldConsumer CreditDRN-2930115 The complaint Mr L has complained Oodle Financial Services Limited, trading as Oodle Car Finance, is holding him liable for the payment remaining from a hire purchase agreement which he never took out. What happened In April 2019 a hire purchase agreement with Oodle Car Finance... (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 DRN2564490
5 Apr 2019 Bank of Ireland (UK) Plc Not upheldBanking and creditMr F complains that Bank of Ireland (UK) Plc (trading as Post Office Money) will not accept a certified copy of a Lasting Power of Attorney.To settle matters he’d like Post Office Money to accept the document he’s provided.backgroundMr F sent a certified copy of a la... (2 pages)View decision -
Decision Reference DRN-5661346
15 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5661346 The complaint Miss K has complained that Admiral Insurance (Gibraltar) Limited rejected a theft claim she made under her car insurance policy. Admiral relied on its fraud term to decline the claim. What happened Miss K reported her car had been stolen to her insurer Admiral.... (3 pages)View decision