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 4257 results
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Decision Reference DRN-4677292
12 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4677292 The complaint Mrs R complains that the offer Tesco Underwriting Limited (‘Tesco’) made to settle her motor insurance claim is too low. What happened Mrs R had a fully comprehensive motor insurance policy with Tesco. In June 2023, Mrs R was driving through heavy water and her ca... (3 pages)View decision -
Decision Reference DRN7376422
29 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMrs J has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000.backgroundTwo of our adjudicators have looked into Mrs J’s complaint already and they didn’t think that NatWest mis-sold the packaged ... (3 pages)View decision -
Decision Reference DRN0607954
15 Nov 2017 Assurant General Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that Assurant General Insurance Limited won’t pay his claim for his stolen camera under his gadget insurance.backgroundMr B had gadget insurance through his bank account. He says on 11th December 2016 his bag containing his camera was stolen while he was ... (3 pages)View decision -
Decision Reference DRN-3746107
24 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3746107 The complaint Mrs K complains that Barclays Bank UK PLC won’t refund money she didn’t withdraw from her account. What happened Mrs K says that her card was snatched on 1 February 2022 when she was using a cash machine. And that the people that had distracted her must have seen ... (3 pages)View decision -
Decision Reference DRN-4949470
17 Sep 2024 Dayinsure.com Limited Not upheldInsuranceDRN-4949470 The complaint Mr M has complained that his motor insurance broker, Dayinsure.com Limited, (‘Dayinsure’), failed to register his policy with the Motor Insurance Database (‘MID’) which resulted in him being stopped by the police. He also said its systems were not working prope... (3 pages)View decision -
Decision Reference DRN4193804
9 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMiss A has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward packaged bank account to her in 2010. She paid a monthly fee for the account which offered a number of benefits.Miss A has used a claims management company (CMC) to br... (3 pages)View decision -
Decision Reference DRN-2617566
30 Mar 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2617566 The complaint Mr K has complained that Advantage Insurance Company Limited (Advantage) has undervalued his vehicle when it was deemed a total loss after an accident. What happened Mr K’s vehicle was written off following a total loss claim. Advantage place... (3 pages)View decision -
Decision Reference DRN8624814
30 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms W says Royal & Sun Alliance Insurance Plc (“RSA”) provided poor service when she made a claim on her motor insurance policy.backgroundIn July 2018 a person not insured on the policy was driving Ms W’s camper van when it was involved in a serious accident. Ms W didn’t report the acci... (3 pages)View decision -
Decision Reference DRN-4417575
26 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4417575 The complaint Mr F complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, first registered in 2018. It had a powerful engine and four-wheel drive. Mr... (4 pages)View decision -
Decision Reference DRN-5162733
9 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5162733 The complaint Mr S and Mr S complain that The Co-operative Bank Plc declined cheque payments they tried to make. What happened On 7 October 2023 Mr S wrote a cheque from the business current account for £250,000 to pay a savings account with an interest rate of 6.2% with a ... (3 pages)View decision
