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 4282 results
-
Decision Reference DRN6708301
10 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr R has complained that Lloyds Bank PLC (“Lloyds”) mis-sold him a Platinum packaged bank account in 2009. backgroundWhen it investigated Mr R’s complaint, Lloyds accepted that it had unfairly recommended the Platinum account to Mr R. And it agreed to pay back the di... (3 pages)View decision -
Decision Reference DRN-3058306
20 Sep 2021 Assurant General Insurance Limited UpheldInsuranceDRN-3058306 The complaint Mr P has complained that Assurant General Insurance Limited (Assurant) has rejected his claim under his Gadget Insurance policy when his laptop computer was damaged. References I make to Assurant include its claims handling agents. I’ve previously issued a provisi... (3 pages)View decision -
Decision Reference DRN-4506550
26 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4506550 The complaint Mr O complains about the poor service, inadequate and expensive repairs, issues with a courtesy car and dashcam footage being deleted by UK Insurance Limited (UKI), following a claim under his motor insurance policy. Reference to UKI includes its agents. What happ... (3 pages)View decision -
Decision Reference DRN-2361317
20 May 2021 Lloyds Bank PLC Not upheldInsuranceDRN-2361317 Complaint Mr M says Lloyds Bank UK PLC mis-sold him a payment protection insurance (“PPI”) policy. The policy covered him for accident, sickness, unemployment and life. Background Mr M bought the policy during a meeting in 1997. The PPI was taken out at the same time as a credi... (3 pages)View decision -
Decision Reference DRN0339948
18 Nov 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs F complain that National Westminster Bank Plc (NatWest) mis-sold them an Advantage Gold packaged account in 2010. They say that the account benefits weren’t fully explained to them and that it hasn’t been good value. They say that if they’d had better inf... (3 pages)View decision -
Decision Reference DRN-4689238
28 Mar 2024 West Bay Insurance Plc UpheldInsuranceDRN-4689238 The complaint Mrs R complains about how West Bay Insurance Plc handled her claim on her motor insurance policy and that it didn’t allow her the option of retaining her car’s salvage. What happened Mrs R’s car was damaged in an incident, and she made a claim on her policy. But M... (3 pages)View decision -
Decision Reference DRN-5384926
7 Apr 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5384926 The complaint Mr Y complains about the standard of service he received from Tesco Personal Finance Limited (“Tesco”) when renewing his motor insurance policy. What happened Mr Y says there was an issue accessing his Tesco online account. This meant he had to call the busines... (3 pages)View decision -
Decision Reference DRN5009961
26 Apr 2018 Santander UK Plc UpheldBanking and creditMs T is unhappy with the service provided by Santander UK Plc when she tried to access her online banking and change the address on her account.backgroundMs T is currently living abroad due to medical reasons. She wants to access her Santander online banking in order ... (3 pages)View decision -
Decision Reference DRN1214752
17 Jul 2017 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Miss D has complained about the way Pinnacle Insurance Plc dealt with a claim made under her car insurance policy. For the purposes of my decision, any agent acting on behalf of Pinnacle dealing with the claim is one in the same.backgroundMiss D’s car was involved i... (3 pages)View decision -
Decision Reference DRN1395865
2 Jun 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium payment protection insurance (“PPI”) policy, sold in 2010. The policy was sold alongside a loan that Mr F wanted for the purchase of a car.Mr F says that Lloyds Bank PLC (“Lloyds”) mis-sold the policy.backgroundThe adjudicator conclud... (3 pages)View decision
