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-3698036
17 Nov 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3698036 The complaint Mr P is unhappy Advantage Insurance Company Limited (Advantage) avoided his motor insurance policy and declined his claim. What happened In November 2021, Mr P took out a motor insurance policy with Advantage via a price comparison website. In February 2022, he ma... (3 pages)View decision -
Decision Reference DRN3751390
21 Sep 2015 National Westminster Bank Plc Not upheldBanking and creditMr P complains that National Westminster Bank Plc (“NatWest”) mis-sold him a Select Silver packaged bank account in 2011. Mr P paid a monthly fee for the account, which offered him several benefits in return.Mr P’s used a claims management company (CMC) to bring his ... (2 pages)View decision -
Decision Reference DRN-2208419
8 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2208419 The complaint Mr R is complaining Ageas Insurance Limited has settled a claim a third party made on his car insurance policy. What happened Ageas contacted Mr R to say a third party was claiming he’d been involved in an accident with a parked car. Mr R disputed this as he said ... (3 pages)View decision -
Decision Reference DRN-3799020
17 Nov 2022 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-3799020 The complaint Mr F complains that AA Underwriting Insurance Company Limited made an unreasonable offer as settlement of a claim he made on a car insurance policy. What happened Mr F insured his car with AA. The car was damaged in an accident and he claimed on the policy. AA acc... (3 pages)View decision -
Decision Reference DRN2861239
3 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMiss K has complained Barclays Bank Plc (“Barclays”) mis-sold her a Graduate Additions account in 2015. She paid a monthly fee for the account which offered some benefits in return.backgroundMiss K raised a number of concerns about how the bank had sold the packaged ... (2 pages)View decision -
Decision Reference DRN6823240
23 Oct 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Ms L says Liverpool Victoria Insurance Company Limited didn’t deal properly with a claim she made on her motor insurance policy following an accident.backgroundMs L’s car was written-off by an unknown driver in a ‘hit and run’ incident during the night. Ms L feels th... (2 pages)View decision -
Decision Reference DRN0037312
21 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMiss M has complained that Lloyds Bank PLC mis-sold her a Silver packaged bank account (PBA).backgroundMiss M opened an account as a Silver PBA in August 2008. Our adjudicator didn’t uphold the complaint. In essence he thought that Miss M would’ve been aware that she cou... (2 pages)View decision -
Decision Reference DRN9092693
9 Apr 2019 Marks & Spencer Financial Services plc Not upheldInsurance (excluding PPI)Mr A1 and his father Mr A2 complain about the level of service provided by Marks & Spencer Financial Services Plc (M&S) when it arranged their motor insurance policy.backgroundMr A1 and Mr A2 took out a policy through M&S online and Mr A2 completed ... (2 pages)View decision -
Decision Reference DRN9217240
31 Mar 2020 QIC Europe Ltd Not upheldInsurance (excluding PPI)Mr W complains that QIC Europe Limited (QEL) unfairly voided his Home Select insurance policy. backgroundMr W set up a home insurance policy via a comparison website which started on 20 February 2018. It was underwritten by QEL and administered QMetric Group Limited trading as Policy Exper... (2 pages)View decision -
Decision Reference DRN-3704868
8 Mar 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-3704868 The complaint Mr P complains that ReAssure Life Limited failed to warn him about the risks involved in a pension transfer he was making to the Tallton Place Pension Scheme (“the Scheme”), set up by Ark Commercial Pension Planning LLP, in March 2011. The Scheme was subsequently ... (8 pages)View decision