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-4024524
30 Mar 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4024524 The complaint Mr K says Hastings Insurance Services Limited made an error when amending his motor insurance policy and that it wouldn’t honour the quote it gave him due to the error. What happened Mr K took the policy out in June 2022. He tried to get a quote for a new car in A... (2 pages)View decision -
Decision Reference DRN1470184
18 Jun 2015 TSB Bank plc Not upheldBanking and creditMr G has complained that TSB Bank plc mis-sold a Gold packaged bank account to him in 2001, and a Platinum account in 2004. He paid monthly fees for the accounts, which offered a number of benefits in return.Mr G also complained to TSB about a Silver packaged ... (3 pages)View decision -
Decision Reference DRN-2865932
3 Aug 2021 Society of Lloyd's Not upheldInsuranceDRN-2865932 The complaint Mr O is unhappy with Society of Lloyds’ decision to not pay his claim. What happened Mr O said he took an income protection policy with Lloyds in 2016. He was made redundant and so claimed on his policy in August 2019. Mr O said that Lloyds has asked him to provi... (3 pages)View decision -
Decision Reference DRN5543801
29 Jan 2020 Bank of Scotland Plc UpheldBanking and creditMr H has complained about his treatment by Bank of Scotland plc (‘the bank’) when it said his account with the bank had received a fraudulent payment. backgroundThe bank wrote to Mr H in those terms in early July 2018. It said it would be closing the account (or ‘withdrawing facilities’) 6... (3 pages)View decision -
Decision Reference DRN5797810
29 Jan 2018 Amtrust International Underwriters DAC Not upheldInsurance (excluding PPI)Mrs B complained about the amount Amtrust International Underwriters DAC (Amtrust) paid her when they settled a claim on her vehicle replacement guaranteed asset protection (GAP) insurance policy. backgroundMrs B took out a GAP policy when she bought a car. The policy... (2 pages)View decision -
Decision Reference DRN1331811
14 Dec 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R has complained that U K Insurance Limited (UKI) has turned down his claim under his motor insurance policy following the theft of his car. backgroundMr R bought a car and it was stolen soon afterwards. He claimed under his policy and UKI investigated. They establi... (2 pages)View decision -
Decision Reference DRN6176374
19 Jul 2018 Bank of Scotland Plc Not upheldBanking and creditMr K has complained that Bank of Scotland plc mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne adjudicator looked at Mr K’s complaint and didn’t think BOS had mis-sold the URCA. Mr K disagreed and asked for an ... (2 pages)View decision -
Decision Reference DRN0234962
21 May 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms B has complained that AXA Insurance UK Plc cancelled her policy as it discovered during its investigations following her accident that her car has previously been a category D total loss and consequently was not a car for which AXA would provide cover. Whilst AXA conceded Ms B wa... (3 pages)View decision -
Decision Reference DRN-5485189
11 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5485189 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited did not give her a fair value for her car when it settled a claim on her motor insurance policy. She told us that to buy a comparable replacement car she’s had to take out a loan to cover the shortfall.... (3 pages)View decision -
Decision Reference DRN0691592
12 Apr 2018 National Westminster Bank Plc Not upheldBanking and creditMrs N has complained that National Westminster Bank Plc (“NatWest”) mis-sold her an Advantage Gold packaged account on the promise of benefits that she’s never received. She paid a monthly fee for the account.backgroundMrs N’s account history with NatWest is as follo... (3 pages)View decision