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 4569 results
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Decision Reference DRN-2617566
30 Mar 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2617566 The complaint Mr K has complained that Advantage Insurance Company Limited (Advantage) has undervalued his vehicle when it was deemed a total loss after an accident. What happened Mr K’s vehicle was written off following a total loss claim. Advantage place... (3 pages)View decision -
Decision Reference DRN-4677292
12 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4677292 The complaint Mrs R complains that the offer Tesco Underwriting Limited (‘Tesco’) made to settle her motor insurance claim is too low. What happened Mrs R had a fully comprehensive motor insurance policy with Tesco. In June 2023, Mrs R was driving through heavy water and her ca... (3 pages)View decision -
Decision Reference DRN-5371102
28 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5371102 The complaint Mr A says Admiral Insurance (Gibraltar) limited unreasonably declined a claim he made on his motor insurance policy, didn’t refund all his storage charges, and provided poor service. What happened Mr A was involved in an accident on 17 May 2024, which he accep... (3 pages)View decision -
Decision Reference DRN-2941152
21 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2941152 The complaint Mr A is unhappy that Barclays Bank UK PLC (“Barclays”) didn’t do more to help him when he was the victim of a scam. What happened Mr A has an account with Barclays. In May 2020, he decided to invest his money using the services of an individual who had approached ... (4 pages)View decision -
Decision Reference DRN-4677623
12 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4677623 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited did not fairly value his car when he made a motor insurance claim. What happened Mr M had a fully comprehensive motor insurance policy with Admiral. On 28 July 2023, Mr M was involved in a road traffic acci... (4 pages)View decision -
Decision Reference DRN-3236437
27 May 2022 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-3236437 The complaint Mrs D is unhappy with the end of contract charges applied by Mercedes-Benz Financial Services UK Limited (‘MBFS’) following the return of her car. What happened On 15 March 2017, Mrs D was supplied with a car through a hire purchase agreement with MBFS. She paid a... (3 pages)View decision -
Decision Reference DRN-2981572
18 Aug 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2981572 The complaint Mrs G has complained about a payment that was taken under a continuous payment authority in December 2019 when Mrs G signed up to receive coins from a company claiming to be a coin specialist. Mrs G is represented by her two daughters. They feel this particular pa... (3 pages)View decision -
Decision Reference DRN5245163
12 Sep 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a monthly premium payment protection insurance (PPI) policy, sold in 1999 in connection with a credit card. Ms A says that The Royal Bank of Scotland Plc mis- sold the policy because she felt she had to take the policy in order to be given the credit card; sh... (3 pages)View decision -
Decision Reference DRN8313987
27 Sep 2013 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr Q complains that Sabre Insurance Company Limited voided his commercial vehicle insurance policy, as it says he provided incorrect information when taking out the policy. backgroundMr Q is the director and sole shareholder of a company. He insured a number of the company’s vehicles ... (3 pages)View decision -
Decision Reference DRN8122849
2 Nov 2018 Barclays Bank Plc Not upheldInvestment and pensionsMr and Mrs M have complained about the two term assurance policies they took out following advice from Barclays Bank Plc. They have said they didn’t need the policies and they were told that they had to take the policies to get the mortgages they were applying for at ... (3 pages)View decision
