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 DRN8696082
26 Sep 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about how U K Insurance Limited, trading as Direct Line (UKI), has recorded a claim Mrs C made on her car insurance policy with it.backgroundMr and Mrs C both held car insurance policies with UKI. Mrs C was a named driver on Mr C’s policy.In Septe... (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 -
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-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-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 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 DRN1120411
25 Apr 2014 Santander UK Plc Not upheldBanking and creditMr and Mrs R complain that, when they ended their mortgage with Santander UK plc, they were charged a mortgage administration fee by Santander and a further fee by their solicitor.backgroundMr and Mrs R had a mortgage with Santander. At the end of the loan, they were required by th... (3 pages)View decision -
Decision Reference DRN2528805
21 Jun 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr Y has complained about Allianz Insurance Plc’s decision to settle a third party claim under his motor insurance policy as he considers that he did not cause damage to the third party vehicle.backgroundIn November 2011, Mr Y was driving his car in slow moving traffic on the motorway w... (2 pages)View decision