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 DRN1214752
17 Jul 2017 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Miss D has complained about the way Pinnacle Insurance Plc dealt with a claim made under her car insurance policy. For the purposes of my decision, any agent acting on behalf of Pinnacle dealing with the claim is one in the same.backgroundMiss D’s car was involved i... (3 pages)View decision -
Decision Reference DRN-3345171
2 Mar 2022 U K Insurance Limited UpheldInsuranceDRN-3345171 The complaint Mr L has complained about U K Insurance Limited’s (UKI) handling of a claim on his motor insurance policy. Reference to UKI includes its agents. Provisional decision I issued a provisional decision on 15 February 2022. For ease I’ve copied the relevant extracts be... (3 pages)View decision -
Decision Reference DRN-5655577
8 Sep 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5655577 The complaint Ms P complains about Automobile Association Insurance Services Limited (AA) issuing documents under her motor insurance policy showing a claim made in respect of the theft of her vehicle as a non-fault claim, then issuing documents recording the claim as a faul... (3 pages)View decision -
Decision Reference DRN-3660425
27 Feb 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3660425 The complaint Mr J has complained about the transfer of his pension held with Scottish Equitable Plc trading as Aegon (Aegon) to the Capita Oak Pension Scheme (the Scheme) in 2013. The Scheme was subsequently found to be fraudulent and as a result of this Mr J feels it is very ... (10 pages)View decision -
Decision Reference DRN1980133
30 Jun 2016 National Westminster Bank Plc Not upheldBanking and creditMiss N has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000.backgroundOne of our adjudicators has looked into Miss N’s complaint already and she didn’t think that NatWest mis-sold the packaged ac... (3 pages)View decision -
Decision Reference DRN5860341
8 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMrs M has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her Select and Silver packaged bank accounts in 2008 and 2010. backgroundOne of our adjudicators has looked into Mrs M’s complaint already and she didn’t think that Lloyds mis-sold the packaged accounts to he... (3 pages)View decision -
Decision Reference DRN4228023
11 Jul 2017 HSBC Bank plc Not upheldBanking and creditMrs L complained that HSBC Bank Plc had lost the deeds to her house. She said they contain irreplaceable family documents and she wanted them back.backgroundI issued a provisional decision on this case.When Mrs L paid off her mortgage with HSBC in 2005, she asked fo... (3 pages)View decision -
Decision Reference DRN-3598280
19 Nov 2022 U K Insurance Limited Not upheldInsuranceDRN-3598280 The complaint Mr E complains that U K Insurance Limited (UKI) settled his complaint and took ownership of the salvage of his car without his permission, under his motor insurance policy. What happened Mr E was involved in an accident when driving his car in January 2022. He con... (3 pages)View decision -
Decision Reference DRN-4406674
24 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4406674 The complaint Mrs L’s complaint is brought to us by her representative, who I’ll refer to as Mr B Mrs L complains that she received a poor level of service from National Westminster Bank Plc (NatWest) when her representative asked to be added to her account. What happened Aroun... (3 pages)View decision -
Decision Reference DRN-5692627
4 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5692627 The complaint Mr S complains on behalf of Mrs S about how U K Insurance Limited trading as Churchill (“Churchill”) handled a claim under her car insurance policy. For ease, I’ll refer to Mr S throughout as he’s been the primary point of contact. What happened Mr S had a moto... (3 pages)View decision
