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 4755 results
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Decision Reference DRN-3648545
16 Sep 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3648545 The complaint Via her legal representative, Miss P complains that Bank of Scotland plc trading as Birmingham Midshires Mortgages (“Birmingham Midshires”) is trying to make her pay an Early Repayment Charge (ERC) despite the fact that it doesn’t have her signature on the mortgag... (3 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-5670011
7 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5670011 The complaint Mr L has complained about the quality of a car provided on finance by Moneybarn No.1 Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Moneybarn supplied Mr L with a used car on a conditional sale agreement... (4 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-5827544
3 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5827544 The complaint Miss W complains that TSB Bank plc (“TSB”) failed to prevent transactions that resulted in a loss of funds. Miss W also says TSB unfairly closed her account. What happened Miss W explained that she used a gambling site that resulted in the loss of several thous... (4 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 DRN-5400828
20 Mar 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5400828 The complaint Mr C complains about how Clydesdale Bank Plc trading as Yorkshire Bank registered its charge over his property in connection with his mortgage. What happened Mr C took out a mortgage with Yorkshire in 2007. He borrowed around £60,000 over 25 years on interest o... (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-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-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