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 4395 results
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Decision Reference DRN-4874317
25 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4874317 The complaint Miss M is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim on her motor insurance policy. What happened Miss M was involved in a car accident as she collided with an oncoming vehicle after turning right at a junction. When she reported... (3 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-4450308
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4450308 The complaint Mr H complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent him losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In... (3 pages)View decision -
Decision Reference DRN-3062433
2 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3062433 The complaint Mr A complains that Santander UK Plc has unfairly registered a default on his credit file. What happened Mr A says he agreed a repayment plan with Santander in May 2020. He accepts he may have been late making some payments but says he did make them. Mr A says he ... (2 pages)View decision -
Decision Reference DRN-5195990
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5195990 The complaint Mr K is unhappy with Aviva Life & Pensions UK Limited’s decision not to allow him to increase the level of protection under his income protection policy. What happened Mr K has income protection with Aviva. When he first took the policy, it was with another... (3 pages)View decision -
Decision Reference DRN0342332
24 Mar 2021 Clydesdale Bank Plc Not upheldBanking and creditMr M complains that Clydesdale Bank Plc added his daughter’s names to his account without his authority which resulted in £13,000 being withdrawn from the account. Mr M is represented by his son. background Mr M says Clydesdale added his daughter’s names to his passbook account without tel... (2 pages)View decision -
Decision Reference DRN-4931552
17 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4931552 The complaint Mr T has complained that Ageas Insurance Limited (‘Ageas’) retained his full policy premium after his motor insurance policy was unfairly cancelled . What happened Mr T purchased his Ageas motor insurance policy through an insurance intermediary/a broker I’ll ... (3 pages)View decision -
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-1781387
5 Nov 2020 Admiral Insurance Company Limited UpheldInsuranceDRN-1781387 The complaint Mr D complains that Admiral Insurance Company Limited caused additional damage to his vehicle whilst it was under its control. For ease, any reference to Admiral also includes its agents. What happened When abroad on holiday during the summer of 2019, Mr D’s vehic... (3 pages)View decision -
Decision Reference DRN-2743199
25 Jun 2021 Close Brothers Limited Not upheldConsumer CreditDRN-2743199 The complaint Mrs J, who is represented by her son, Mr J, complains that Close Brothers Limited mis-sold her a conditional loan agreement to acquire a car. What happened Mr J wished to acquire a car to use as a minicab. He says that when he applied for finance this was declined... (3 pages)View decision
