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 4777 results
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Decision Reference DRN-4486006
29 Nov 2023 U K Insurance Limited Not upheldInsuranceDRN-4486006 The complaint Mrs P complains that the offer UK Insurance Limited trading as Churchill (‘Churchill’) made to settle her motor insurance claim is too low. What happened In January 2023, Mrs P’s car was damaged in an accident and she made a claim on her motor insurance policy. Ch... (3 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-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-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-4842942
16 Sep 2024 Experian Limited Not upheldConsumer CreditDRN-4842942 The complaint Mr S complains about the information recorded on his Experian Limited credit file in relation to mortgages in his name. What happened Mr S has three mortgage accounts showing on his credit file with Experian. Two mortgages are registered by a business I’ll refe... (2 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-4999883
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4999883 The complaint Mr R complains that Revolut Ltd 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 parti... (3 pages)View decision -
Decision Reference DRN2557385
24 Sep 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr G complains that Tesco Underwriting Limited cancelled his motor insurance policy from the start (voided it), and declined his claim. It says this is because he wasn’t the car’s registered owner or keeper. He wants it to pay his claim. background Mr G said that he ... (3 pages)View decision