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 4777 results
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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 DRN6871681
17 Jul 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 December 2003. Mr A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator concluded that the policy was not mis-sold... (3 pages)View decision -
Decision Reference DRN-3082027
22 Nov 2021 QIC Europe Ltd Not upheldInsuranceDRN-3082027 The complaint Mr S complains that QIC Europe Limited (QIC) avoided his car insurance policy and refused to pay his claim following an accident. What happened Mr S took out car insurance with QIC through a broker. The car was purchased for Mr S by his friend through his company ... (3 pages)View decision -
Decision Reference DRN-3058465
30 Sep 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3058465 The complaint Mr K has complained that Admiral Insurance Company Limited (Admiral) has undervalued his car following the theft of his vehicle. What happened Mr K’s car was stolen so he made a claim. Admiral offered Mr K £14,220 as a total loss settl... (3 pages)View decision -
Decision Reference DRN-3312514
11 Mar 2022 Startline Motor Finance Limited Not upheldConsumer CreditDRN-3312514 The complaint Mr C complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll foc... (3 pages)View decision -
Decision Reference DRN-2977221
26 Aug 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2977221 The complaint Mr M is unhappy Bank of Scotland plc (trading as Halifax) hasn’t refunded him £58,000 he lost to an investment scam. It’s refunded half but has said he bears responsibility for the remaining loss. What happened The details of this case have been clearly set out b... (3 pages)View decision -
Decision Reference DRN-4977466
25 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4977466 The complaint Mr S complains about the service he received from UK Insurance Limited trading as Direct Line Insurance (‘UKI’) when he made a claim under his car insurance policy. What happened Mr S held car insurance through UKI. The policy booklet explained in the event of... (3 pages)View decision -
Decision Reference DRN4677490
28 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 December 2005. Mr A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator initially concluded that the policy was mis-... (3 pages)View decision -
Decision Reference DRN5843984
12 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs W are unhappy that Lloyds Bank plc sold them a fee-paying packaged bank account rather than a free one. They say they only wanted an overdraft facility, not any of the other added benefits (such as insurance policies or motor breakdown cover). backgroundOu... (3 pages)View decision