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 4338 results
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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 -
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 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 DRN-4634135
3 Oct 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4634135 The complaint Mr B complains about an invoice he received from Lex Autolease Ltd (“LAL”) and that payment in respect of it was collected from his bank account without his authority. What happened On 16 March 2022 Mr B entered into a hire agreement (“agreement”) with LAL for ... (4 pages)View decision -
Decision Reference DRN-4504256
11 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4504256 The complaint Ms W complains that One Insurance Limited (“One Insurance”) mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium-brand car- maker and first registered in 2018. Ms W acquired t... (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 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-3429812
11 May 2022 AWP P&C SA Not upheldInsuranceDRN-3429812 The complaint Mr A complains that AWP P&C SA (AWP) has declined a claim and avoided his motor warranty insurance policy after his vehicle suffered a catastrophic engine failure. What happened Mr A’s vehicle suffered a catastrophic engine failure. It ... (3 pages)View decision -
Decision Reference DRN9943375
4 Jun 2019 Aviva Life & Pensions UK Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with Aviva Life & Pensions UK Limited’s decision to stop paying his claim.Mr M brings his complaint through a third party, but for simplicity, I’ll refer to all submissions as being made by him.backgroundMr M had a group income protection policy through his employer. He... (3 pages)View decision
