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-2726609
30 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2726609 The complaint Miss M had a motor insurance policy with Admiral Insurance Company Limited. She complains that it provided poor service to her and increased her premium unfairly. What happened Miss M’s car was damaged by a truck owned by ‘firm Y’ and the driver left the scene wi... (2 pages)View decision -
Decision Reference DRN-4999837
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4999837 The complaint Mr R complains that Bank of Scotland plc trading as Halifax 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 t... (3 pages)View decision -
Decision Reference DRN-4999911
16 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4999911 The complaint Mr R complains that Lloyds Bank 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 p... (3 pages)View decision -
Decision Reference DRN3261514
31 Oct 2019 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr J complains that Covea Insurance plc has refused to pay for a damaged wall, under his buildings insurance policy.backgroundThe outside wall at Mr J’s property was damaged. He thinks the cause was an impact from a car or a van. He was ordered by the Council earlier this year to take some... (3 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 -
Decision Reference DRN-1655789
7 Aug 2020 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-1655789The complaintMrs D complains about the quality of a car she has been financing through an agreement with FCA Automotive Services UK Ltd (“FCA”), trading as Fiat Financial Services. What happenedThe details of this complaint are well known to both parties, so I won’t repeat them ... (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 DRN-3843074
22 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3843074 The complaint Mr W has complained that Barclays Bank UK Plc (“Barclays”) changed his fee-paying Additions account to a fee-free current account but with a fee-paying Tech Pack added without his consent, in January 2017. Mr W says he never made a claim under the policy, nor regi... (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 DRN-5834767
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5834767 The complaint Mr G complains about the settlement that Advantage Insurance Company Limited offered him following the total loss of his car after it had made a deduction for a total loss marker. He wants it to pay him a fair settlement and compensation. What happened Mr G’s ... (3 pages)View decision