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 4563 results
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Decision Reference DRN-4309808
21 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4309808 The complaint Mr B complains that Wise Payments Limited, trading as Wise, won’t refund money he lost when he was the victim of a scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’... (6 pages)View decision -
Decision Reference DRN-5184076
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5184076 The complaint Mr and Mrs N have complained that the offer made to them by their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral), for the market value of their cars after they were stolen was too low. They say this also impacted their no claims discount (NCD) ... (7 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 DRN-2892203
3 Mar 2022 West Bay Insurance Plc Not upheldInsuranceDRN-2892203 The complaint Mr N complains that West Bay Insurance Plc formerly known as Zenith Insurance plc (West Bay) avoided his commercial vehicle insurance policy and turned down his claim. What happened Mr N took out a commercial vehicle insurance policy with West Bay thro... (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-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 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-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 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 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
