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-3657158
19 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3657158 The complaint Mr K and Miss P are unhappy esure Insurance Limited declined their claim made under their home insurance policy for water damage to their property. What happened I issued a provisional decision on this complaint on 3 August 2022 detailing my intention to partly up... (4 pages)View decision -
Decision Reference DRN-2150959
26 Nov 2020 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2150959 The complaint Mr M is unhappy with what Royal & Sun Alliance Insurance Plc (RSA) did after he made a claim on his motor legal assistance policy. What happened Mr M has car insurance with RSA. The policy entitles him to drive (with the owner’s permission) a car not belongin... (3 pages)View decision -
Decision Reference DRN-4919524
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4919524 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) recorded a default on his credit file, in relation to a car they had supplied to him under a hire purchase agreement. What happened In December 2018, Mr P was... (3 pages)View decision -
Decision Reference DRN-3058492
30 Sep 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3058492 The complaint Mr U has complained that Admiral Insurance Company Limited (Admiral) has undervalued his car following a claim on his motor insurance policy. What happened Mr U’s car was stolen and recovered but was deemed a total loss. Admiral offered ... (3 pages)View decision -
Decision Reference DRN3191557
14 Mar 2019 Motability Operations Limited Not upheldBanking and creditMiss W is unhappy with the amount of compensation Motability Operations Limited (MO) has paid her to compensate her for a car that had faults that made it unsafe to drive.background At the end of October 2016 Miss W bought a car using a hire purchase agreement fin... (3 pages)View decision -
Decision Reference DRN-3570440
19 Jan 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3570440 The complaint Miss B complains about a conditional sale agreement taken out in her name with Moneybarn No.1 Limited, to get a used car. What happened In January 2020, Miss B says her former partner, who I’ll call A, completed an online application for a conditional sale agreeme... (4 pages)View decision -
Decision Reference DRN2305332
4 Aug 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in May 2004. Ms N says that The Royal Bank of Scotland Plc (trading as MINT at the time but hereafter referred to as “RBS”) mis-sold the policy.backgroundOur ad... (4 pages)View decision -
Decision Reference DRN0408845
19 Dec 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance policy (‘PPI’) sold in conjunction with a credit card in 2000. Mr L says that the PPI policy was mis-sold by The Royal Bank of Scotland Plc (‘RBS’). In essence, his complaint is that the PPI policy was added without... (3 pages)View decision -
Decision Reference DRN-2542963
15 Feb 2021 esure Insurance Limited UpheldInsuranceDRN-2542963 The complaint Mr B complains about the deduction esure Insurance Limited made from the valuation placed on his car after a claim made on his motor insurance policy. He wants the full valuation for the car’s market value in settlement of his claim. What happened Mr B’s car was s... (3 pages)View decision -
Decision Reference DRN9953283
6 Jan 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Ms H isn’t happy with the amount Admiral Insurance Company Limited’s offered for her car after it was written off. Ms H had made a claim under her motor insurance policy.backgroundI sent Admiral and Ms H a provisional decision setting out why I didn’t think Admiral... (4 pages)View decision
