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-3357128
9 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3357128 The complaint Mr T complains that Ageas Insurance Limited (Ageas) has unfairly voided his policy. What happened I issued my provisional decision on this case on 22 February 2022. It was my intention to come to a different outcome to our investigator, and so I wanted to give bot... (4 pages)View decision -
Decision Reference DRN-4027527
21 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4027527 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled and recorded a notification he made about an incident under his motor insurance policy. What happened Mr O had a motor insurance policy with Admiral covering his car. In June 2022 h... (4 pages)View decision -
Decision Reference DRN-2689306
12 May 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2689306 The complaint Mr R complains National Savings and Investments (“NSI”) obstructed him from opening a savings account and withdrawing his money. To put things right, he wants NSI to change how it verifies its customer’s identity over the phone. What happened In September 2019, Mr... (3 pages)View decision -
Decision Reference DRN5967092
27 Oct 2020 State Bank Of India (UK) Limited Not upheldBanking and creditMr C complains that the State Bank of India (UK) Limited (SBI) won’t refund payments made using his debit card that he says he didn’t make or authorise. background Mr C disputed 16 transactions totalling over £18,000, which took place over three weeks starting at the end of August 2018. He... (3 pages)View decision -
Decision Reference DRN6386302
5 Jul 2018 Qudos Insurance A/S UpheldInsurance (excluding PPI)Mr M the managing director on behalf of a company G has complained that Qudos Insurance A/S failed to deal with a claim appropriately under its motor insurance policy.backgroundG insured several vehicles with Qudos and one was involved in an accident. The other driv... (3 pages)View decision -
Decision Reference DRN6323507
27 Mar 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr D, through his representative, complains that The Royal Bank of Scotland Plc (“RBS”) mis-sold him a regular premium payment protection insurance (“PPI”) policy when he took out a Mint credit card in 2006.backgroundAs RBS did not uphold Mr D’s complaint he referred it to this servic... (4 pages)View decision -
Decision Reference DRN-3021814
17 Sep 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3021814 The complaint Mr J has complained that Admiral Insurance (Gibraltar) Limited (Admiral) undervalued his van following a total loss claim. What happened Following an incident with a third-party vehicle Mr J submitted a claim on his commercial motor polic... (3 pages)View decision -
Decision Reference DRN-3788717
14 Nov 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3788717 The complaint Mr S complains that Bank of Scotland plc won’t refund money he lost as the result of a scam. What happened The circumstances which led to this complaint are well-known to both parties, so I won’t repeat them in detail here. But, in summary, I understand them to be... (3 pages)View decision -
Decision Reference DRN-4944903
6 Mar 2025 ITI Capital Limited Not upheldInvestmentsDRN-4944903 The complaint Mr A complains about ITI Capital Limited (ITI Capital). He said he has been unable to access or decide what to do with shares in a company that it holds for him. Mr A said ITI Capital should give him his shares back or pay compensation equivalent to their worth... (3 pages)View decision -
Decision Reference DRN-5333709
25 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5333709 The complaint Mr O’s complaint arises out of his mortgage account with Bank of Scotland plc trading as Halifax. In a decision dated 19 February 2025 I explained that I will only be considering the following matters: - that Mr O was told (incorrectly) in 2019 that a sub-acc... (4 pages)View decision
