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 4755 results
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Decision Reference DRN-3160616
19 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3160616 The complaint Mr L and Mrs L complain that Admiral Insurance Company Limited closed their claim on their motor insurance company and didn’t recover their policy excess as they had expected. Mrs L is a named driver on Mr L’s policy. What happened Mrs L was involved in a collisio... (3 pages)View decision -
Decision Reference DRN-3592640
5 Aug 2022 Qmetric Group Limited Not upheldInsuranceDRN-3592640 The complaint Mr V complains that Qmetric Group Limited (trading as Policy Expert) unfairly cancelled his motor insurance policy. Where I refer to Policy Expert, I refer to the above-named company and I include employees and others insofar as I hold Policy Expert responsible fo... (3 pages)View decision -
Decision Reference DRN0466749
11 Jun 2015 Santander UK Plc Not upheldBanking and creditMr and Mrs T complain that Santander UK Plc has failed to provide validation of the mortgage debt, verify its claim for payment or show them a copy of a lawfully-binding contract between them. Mr T has conducted the complaint throughout.backgroundIn 1986 Mr and Mr... (3 pages)View decision -
Decision Reference DRN9726947
7 Mar 2014 Barclays Bank Plc UpheldBanking and creditMr H complains that Barclays Bank plc closed his account without notice and has registered his details with CIFAS, the national fraud alert service.background Mr H says that he got a job through a website. He had to provide his bank account details and two payments were made to it. Mr ... (1 page)View decision -
Decision Reference DRN-4402141
1 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4402141 The complaint Mr C complains about how esure Insurance Limited trading as esure (“esure”) handled a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with esure covering his car. He was involved in a serious collision with a third-party veh... (2 pages)View decision -
Decision Reference DRN3116860
12 Dec 2016 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G and his son Mr G complain that Tradewise Insurance Company Limited (‘Tradewise’) didn’t pay Mr G’s claim for a stolen van under his motor trade insurance policy. I’ll use ‘Mr G’ to refer to Mr G senior and ‘Mr G2’ to refer to his son Mr G junior. backgroundIn 20... (2 pages)View decision -
Decision Reference DRN4384049
9 Dec 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F complains that The Royal Bank of Scotland Plc did not forward a payment to his new bank account with a third party.backgroundMr F switched his account from RBS in February 2015. In August 2015 he was sent a payment of £38 using the PAYM service (payment by m... (2 pages)View decision -
Decision Reference DRN-5394114
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5394114 The complaint Mr C complains about how his insurer, U K Insurance Limited trading as Privilege (Privilege).handled his No Claims Discount (NCD) following a claim for a collision. References to Privilege in this decision include their agents. What happened Mr C took out a m... (4 pages)View decision -
Decision Reference DRN8842207
30 Dec 2015 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr M has complained about Allianz Insurance Plc. He isn’t happy with the way it handled a claim under his motor insurance policy.background Mr M’s car was damaged in December 2014 and he made a claim to Allianz. His car was struck by an unidentified third party in a ... (2 pages)View decision -
Decision Reference DRN4732956
14 Mar 2014 HSBC Bank plc Not upheldBanking and creditMrs C’s representatives under a Power of Attorney, Mr and Mrs D, complain on her behalf that HSBC Bank Plc gave incorrect advice about how they could act on her behalf. This meant they incurred, on Mrs C’s behalf, solicitors’ fees.background Mrs C held a current account and a dormant Ind... (2 pages)View decision