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
-
Decision Reference DRN0778745
4 Apr 2016 London General Insurance Company Limited Not upheldPayment protection insurance (PPI)Mr H complains that he was mis-sold a payment protection insurance (PPI) policy, when he bought a car.London General Insurance Company Limited (LGI), the insurer, didn’t actually sell the policy to him, but has accepted responsibility for the sale and so for this compl... (3 pages)View decision -
Decision Reference DRN-2765343
13 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2765343 Complaint Mr M says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. Background Mr M bought the policy in 2000 at the same time as taking out a credit card. Our adjudicator didn’t uphold the complaint. Mr M disagreed with the ad... (3 pages)View decision -
Decision Reference DRN9330392
6 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMs F has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2004.backgroundOne of our adjudicators has looked into Ms F’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision -
Decision Reference DRN-5680426
24 Sep 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5680426 The complaint I, a limited company, has complained New Wave Capital Limited did nothing to protect them from being the victim of a scam. What happened Mr H is a director of I and is representing them in their complaint. I will refer to both interchangeably throughout my deci... (3 pages)View decision -
Decision Reference DRN-5781861
15 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781861 The complaint Mr H complains about the repairs that AXA Insurance UK Plc carried out on his motorhome following a claim made on his motor insurance policy. He wants sufficient compensation for his loss of enjoyment and the trouble and upset caused. What happened Mr H’s motor... (3 pages)View decision -
Decision Reference DRN1474505
9 Nov 2020 Covea Insurance plc UpheldInsurance (excluding PPI)Mr M has complained about Covea Insurance plc’s actions in cancelling his motor insurance policy. Reference to Covea includes its agents. background Mr M bought a policy from Covea. A friend used their card to pay for it on Mr M’s behalf. Some months later police stopped Mr M while he was ... (3 pages)View decision -
Decision Reference DRN-5134183
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5134183 The complaint Mr P complains that U K Insurance Limited (“UKI”) hasn’t honoured a quote for a car insurance policy. What happened Mr P received a renewal quote for his car on 9 August 2024 for £1,334.41. He wasn’t happy with the quote as it was more than double what he’d pa... (3 pages)View decision -
Decision Reference DRN-2920386
8 Oct 2021 Clear Score Technology Limited Not upheldConsumer CreditDRN-2920386 The complaint Miss M is unhappy that a fraudster has been able to access her credit file and she is concerned that Clear Score didn’t do enough to safe guard her personal data. What happened On 10 June 2020, Miss M received a call from a credit card company asking her if she ap... (3 pages)View decision -
Decision Reference DRN-4527312
28 Dec 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4527312 The complaint Mrs L complains that Admiral Insurance (Gibraltar) Ltd mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a luxury sports utility vehicle with a large engine and first registered in September 2019. ... (4 pages)View decision -
Decision Reference DRN5318175
18 Dec 2018 Santander UK Plc Not upheldBanking and creditC, a limited company, complains that Santander UK Plc (Santander) failed to action a request to add an account holder onto C’s business account. And this has caused problems for C.Miss L brings C’s complaint to our service. backgroundIn May 2018, Miss L called Santande... (3 pages)View decision
