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-4821628
1 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4821628 The complaint Mr A has complained about the service provided by Admiral Insurance (Gibralter) Limited (‘Admiral’) under his home insurance policy. What happened Mr A unfortunately suffered a burglary at his home in February 2024. He made a claim under his insurance policy w... (3 pages)View decision -
Decision Reference DRN6097472
18 May 2016 TSB Bank plc UpheldBanking and creditMr O has complained that TSB Bank plc (“TSB”) mis-sold him Platinum and Premier packaged bank accounts in 2006 and 2010. backgroundOne of our adjudicators has looked into Mr O’s complaint already and she thought while TSB hadn’t mis-sold the Platinum account it had ... (3 pages)View decision -
Decision Reference DRN-4210840
31 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4210840 The complaint Mr H complains about Advantage Insurance Company Limited’s handling of his motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN-6093625
5 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6093625 The complaint Ms B complains that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) unfairly declined a claim she made on her home insurance policy. What happened In September 2024, Ms B made a claim on her insurance policy with Lloyds following flooding to h... (4 pages)View decision -
Decision Reference DRN-4154773
26 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4154773 The complaint Mr W complains that Aviva Insurance Limited disposed of his car without his consent following a claim made on his commercial motor insurance policy. He wants compensation for the costs he then incurred and the damage to his professional reputation. Mr W is a polic... (3 pages)View decision -
Decision Reference DRN4781091
31 May 2018 Barclays Bank Plc UpheldInvestment and pensionsMrs K complains about problems her representative encountered when trying to log on to her Barclays Bank PLC share dealing account in late August 2017. As a result of the problems accessing her account, Mrs K says she missed out on a trading opportunity.Mrs K is repre... (4 pages)View decision -
Decision Reference DRN5495452
7 Dec 2017 Sequant Capital Limited Not upheldInvestment and pensionsMr and Mrs B complain, through a claims management company (CMC). The complaint is about the advice given by Sequant Capital Limited to invest in Contract for Difference (‘’CFDs’’).They think the advice was unsuitable, and the risks of CFD trading were misrepresented.... (4 pages)View decision -
Decision Reference DRN-4037261
1 Aug 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4037261 The complaint Dr D complains National Westminster Bank Plc (“NatWest”) have made a number of mistakes in relation to the credit card account she held with them. What happened When Dr D complained to us, in November 2022, she told us her concerns were Nat West had shown double s... (3 pages)View decision -
Decision Reference DRN-4873400
29 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4873400 The complaint Mr T complains that Haven Insurance Company Limited mishandled his clam on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van made by a large vehicle-maker with a diesel engine and first registered in Ma... (4 pages)View decision -
Decision Reference DRN-5199867
10 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5199867 The complaint Mr B complains Accelerant Insurance Europe SA/NV UK Branch (“A”) has declined to settle a buildings insurance claim against his commercial property insurance policy in full. For ease of reading references to Mr B include the actions of his wife and references ... (4 pages)View decision