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
-
Decision Reference DRN-4999827
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4999827 The complaint Mr R complains that Santander UK Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (3 pages)View decision -
Decision Reference DRN-4721295
23 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4721295 The complaint Ms T is complaining about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim she made on her car insurance policy. What happened In December 2022 Ms T’s car was driven into whilst parked and unattended, so she contacted Admir... (3 pages)View decision -
Decision Reference DRN7614130
26 Jun 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs G have complained that The Royal Bank of Scotland Plc (RBS) mis-sold a Royalties Gold packaged bank account to Mrs G.backgroundI attach my provisional decision of 18 May 2015, which forms part of this final decision.In my provisional decision I set out... (3 pages)View decision -
Decision Reference DRN-4276003
8 Aug 2023 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4276003 The complaint Mr R complains that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in January 2009 with a “58” registration plate. Mr ... (3 pages)View decision -
Decision Reference DRN6463526
14 Dec 2015 Clydesdale Bank Plc Not upheldBanking and creditMiss B has complained that Clydesdale Bank Plc (“Clydesdale”) mis-sold her a packaged bank account. She has brought her complaint to us through a claims management company (“CMC”).backgroundClydesdale has told us Miss B upgraded from a fee-free account to a Signature ... (3 pages)View decision -
Decision Reference DRN4732693
28 Jan 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr B made a claim under his motor policy as his car caught fire when he was driving on a motorway. He has complained that Zenith Insurance plc wrote off his car without notifying him and he did not discover this until he tried to part exchange his car, a year later.backgroundMr B’s car... (2 pages)View decision -
Decision Reference DRN6373384
23 Nov 2016 Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr B has complained that Bank of Scotland plc mis-sold him a payment protection insurance (PPI) policy.backgroundI have attached my provisional decision from earlier in November 2016, which forms part of this final decision. In my provisional decision I set out why ... (3 pages)View decision -
Decision Reference DRN-4317765
29 Aug 2023 Motors Insurance Company Limited Not upheldInsuranceDRN-4317765 The complaint Miss C complains about Motors Insurance Company Limited trading as Car Care Plan Insurance (“MICL”) and the deductions they’ve applied to the settlement they’ve paid, following the claim she made on her GAP insurance policy. What happened In November 2022, Miss C ... (3 pages)View decision -
Decision Reference DRN-4249327
7 Nov 2023 Zurich Insurance PLC UpheldInsuranceDRN-4249327 The complaint Mr B complains that Zurich Insurance plc is responsible for mishandling his claim on his motor insurance policy. What happened Mr B had a comprehensive policy for the year from March 2022. The policy was branded with the name of an insurance intermediary. Zurich w... (3 pages)View decision -
Decision Reference DRN2076580
26 Jun 2017 Haven Insurance Company Limited UpheldInsurance (excluding PPI)Mr U complains that Haven Insurance Company Limited settled a claim against his motor insurance policy, despite not having clear evidence that he was involved in the accident. backgroundHaven told Mr U that two passengers who’d travelled in his taxi claimed they were i... (3 pages)View decision
