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 DRN4529611
17 Jun 2020 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr F says Zenith Insurance Plc wrongly avoided his motor insurance policy (treated it as though it had never existed) and wouldn’t reconsider its decision.backgroundMr F called his broker on 25 September 2017 to add a van to his policy from the next day. Mr F had agreed to buy the van from... (3 pages)View decision -
Decision Reference DRN-5838044
15 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5838044 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited settled liability on his car insurance policy. What happened Mr C took out a car insurance policy with Admiral in October 2024. I’m sorry to hear that Mr C was involved in an accident in April 2025.... (3 pages)View decision -
Decision Reference DRN-3185557
23 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3185557 The complaint Mr S complains that Bank of Scotland plc (trading as Halifax) won’t refund the money he says he’s lost to a fraudulent company. What’s happened? Mr S made several debit card payments to an online casino, which I’ll refer to as ‘B’. He also received winnings from s... (3 pages)View decision -
Decision Reference DRN5402068
7 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMrs W has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to her in 2010. backgroundOne of our adjudicators has looked into Mrs W’s complaint already and she didn’t think that Halifax... (3 pages)View decision -
Decision Reference DRN5802989
23 Nov 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Miss H is unhappy Calpe Insurance Company Limited has recorded a claim on her motor insurance policy as being her ‘fault’. She’s also unhappy Calpe is pursuing her for the full cost of the claim as it said she didn’t cooperate with it. backgroundThe terms and condi... (3 pages)View decision -
Decision Reference DRN4095559
16 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)and backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with a store card in May 2007. Mr B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did not conside... (3 pages)View decision -
Decision Reference DRN3609203
12 Dec 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains that Advantage Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and declined his claim for the theft of his bike. He wants it to uphold the policy and pay the claim.backgroundMr S took out his policy online throug... (3 pages)View decision -
Decision Reference DRN0118013
14 May 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr C complains that Lloyds Bank PLC (Lloyds) mis-sold him a payment protection insurance (PPI) policy when he arranged a credit card with Lloyds in December 1998.backgroundBoth parties agree that this sale took place during a branch meeting and that Lloyds recommended the policy to Mr ... (3 pages)View decision -
Decision Reference DRN8871320
12 Feb 2016 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr K has complained about the way International Insurance Company of Hannover SE dealt with a claim it received from a third party under his motor policy.backgroundMr K’s car was reported as being involved in an accident. The other driver and passenger reported the a... (3 pages)View decision -
Decision Reference DRN-3838336
31 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3838336 The complaint Ms K complains that HSBC UK Bank Plc did not do enough to protect her from the financial harm caused by an investment scam company. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of som... (3 pages)View decision