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 4269 results
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Decision Reference DRN9761313
17 Feb 2016 RAC Insurance Limited UpheldInsurance (excluding PPI)Mr W has complained that RAC Insurance Limited didn’t offer him repatriation of his car under his European Breakdown Cover policy and wouldn’t pay for damage caused to his car when it did agree to repatriation.backgroundMr W and his wife were on holiday in France ... (5 pages)View decision -
Decision Reference DRN-3088945
27 Jun 2022 Northern Bank Limited UpheldBanking and PaymentsDRN-3088945 The complaint A company I’ll refer to as E complains that Northern Bank Limited trading as Danske Bank (Danske) failed to prevent E from becoming a victim of fraud. To put things right, E wants Danske to refund the £19,832.85 it lost. E is represented by one of its directors, M... (5 pages)View decision -
Decision Reference DRN-4557742
12 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4557742 The complaint Miss C complains about Advantage Insurance Company Limited’s (Advantage) handling of her claim, following the theft of a catalytic convertor from her car, under her motor insurance policy. What happened In August 2022 Miss C’s catalytic convertor was stolen from h... (5 pages)View decision -
Decision Reference DRN-3304011
9 Feb 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3304011 The complaint Mr D complains that Watford Insurance Company Europe Limited (“Watford”) mishandled his motor insurance policy. Where I refer to Watford, I include claims-handlers and others insofar as I hold Watford responsible for their acts or omissions. What happened For the ... (6 pages)View decision -
Decision Reference DRN-4487410
5 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4487410 The complaint Mr S has complained about his car insurer Skyfire Insurance Company Limited in respect of the valuation it applied and resultant settlement it made for his car which, following an accident, was found to be a total loss. What happened Mr S’s car was damaged. He mad... (5 pages)View decision -
Decision Reference DRN0850522
1 Oct 2020 Abana Unipessoal Lda UpheldInvestment and pensionsMr L complains that he received unsuitable advice from an appointed representative (AR) of Abana, to transfer his Occupational Pension Scheme (OPS) funds into an Avalon SIPP and invest in high risk investments. These investments now don’t have a realisable value. To resolve the complaint, ... (27 pages)View decision -
Decision Reference DRN-3976445
10 Oct 2023 Zurich Assurance Ltd Not upheldInsuranceDRN-3976445 The complaint BGC (formerly BEL) complains that Zurich Assurance Ltd (formerly Allied Dunbar) referred to as “Zurich” failed to amend the life cover policy as requested in 2004. As a consequence, the policy is still in the name of BEL which was dissolved in 1999. BGC can’t surr... (6 pages)View decision -
Decision Reference DRN-5455470
8 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5455470 The complaint Mr W’s complaint is about the handling of a claim under his legal expenses insurance policy with Admiral Insurance (Gibraltar) Limited. Admiral is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it us... (6 pages)View decision -
Decision Reference DRN4900522
29 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMrs W says Abana Unipessoal Lda (Abana) gave her unsuitable advice about switching her personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused her to suffer a loss.backgroundMrs W and her husband were re-mortgaging in 2013 and during... (26 pages)View decision -
Decision Reference DRN-3660948
13 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3660948 The complaint Miss C has complained about the amount Target Servicing Limited said she needed to repay on her Help to Buy (HTB) shared equity loan when she sold her property. The HTB scheme The HTB scheme was a government scheme in place to support home ownership. In addition t... (6 pages)View decision
