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 4269 results
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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 DRN-4537109
24 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4537109 The complaint Mrs A is unhappy with the service provided by UKI Limited (UKI Limited) following a claim she made on her car insurance policy. What happened Mrs A took out a car insurance policy with UKI Limited in August 2022. The policy booklet explained in the event of accide... (3 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 DRN6421813
23 Aug 2017 Santander UK Plc UpheldBanking and creditMrs R has complained that Santander UK Plc asked her to countersign a form to register her power of attorney with it.Her son and attorney, Mr R, represents her.backgroundMrs R has a progressive illness. In 2007, she appointed her son, Mr R, as her attorney under an... (4 pages)View decision -
Decision Reference DRN8350559
8 May 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr B complains that Lloyds TSB unfairly registered a default on his credit card account without giving him notice. our initial conclusionsThe adjudicator noted that Lloyds TSB thought that Mr B wanted a true copy of his consumer credit agreement, rather than the true copy of the... (2 pages)View decision -
Decision Reference DRN-3965791
14 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3965791 The complaint Miss O is unhappy with the way Admiral Insurance (Gibraltar) Limited handled her motor insurance claim. What happened In January 2022 Miss O was involved in a collision. She said she was driving along when an artic lorry proceeded to veer into her lane damaging th... (2 pages)View decision -
Decision Reference DRN-1686780
15 Jun 2020 National Savings and Investments Not upheldBanking and PaymentsThe complaint Miss J complains that National Savings and Investments (NS&I) transferred premium bonds to a different account when she turned 16. Ms O brings this complaint on behalf of her daughter, Miss J. What happened In November 2018 Ms O purchased premium bonds on behalf of her da... (2 pages)View decision -
Decision Reference DRN3949120
14 Sep 2016 Secure Trust Bank Plc Not upheldBanking and creditMr R complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, was misrepresented to him. He also complains about a dent on the car, that he wasn’t provided with the warranty information and th... (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 DRN4370781
14 Jun 2019 Markel International Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs J, a director of S Ltd, complains that Markel International Insurance Company Limited (“Markel”) have unfairly declined her company’s claim for legal expenses. backgroundS Ltd, a residential family centre, holds a social welfare insurance policy with Markel. In June 2... (5 pages)View decision
