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 DRN-3937610
15 Mar 2023 AXA PPP Healthcare Limited Not upheldInsuranceDRN-3937610 The complaint Ms G complains about how AXA PPP Healthcare Limited handled the claims she made under her private health insurance policy, and the service she received. What happened Ms G held a private health insurance policy with AXA since 1 December 2016 on a moratorium basis.... (3 pages)View decision -
Decision Reference DRN-3271994
9 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3271994 The complaint Miss S complains that National Westminster Bank Plc won’t refund payments from her account that she says she didn’t make. What happened Miss S disputes a number of bank transfers made using mobile banking on 1 and 2 February 2021. These total £1,515. She says that... (3 pages)View decision -
Decision Reference DRN-3631296
21 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3631296 The complaint Mr S complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim he made under sections 56, 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr S is repres... (8 pages)View decision -
Decision Reference DRN-5749009
24 Sep 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5749009 The complaint Miss A complains about the cancellation of her motor insurance policy arranged through Marshmallow Financial Services Ltd (Marshmallow). She also complains about Marshmallow deeming her vehicle repairable after an accident, repairing the vehicle at an approved ... (7 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 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 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 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 -
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 DRN-4216590
24 Jul 2023 U K Insurance Limited Not upheldInsuranceDRN-4216590 The complaint Mr C complains about how U K Insurance Limited (UKI) handled his motor insurance claim. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI has accepted it is accountable for the actions of the ... (4 pages)View decision
