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 4338 results
-
Decision Reference DRN3523263
19 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr Z was involved in a road traffic accident (RTA). He’s unhappy that Aviva Insurance Limited (Aviva) decided to record this as a ‘fault’ claim and his No Claim Discount (NCD) will be affected. backgroundMr Z has an annual, comprehensive car insurance policy which star... (2 pages)View decision -
Decision Reference DRN-3412992
6 Apr 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3412992 The complaint Mr N complains about how Aviva Insurance Limited handled a claim made on his motor insurance policy. He wants a refund of his policy excess and compensation for the increase in his premium. What happened Mr N said a delivery driver reversed into his parked car and... (2 pages)View decision -
Decision Reference DRN3711700
9 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium payment protection insurance (PPI) policy taken out in 2000 and attached to a credit card. Mr A says that The Royal Bank of Scotland Plc (RBS) mis-sold the policy.backgroundI issued my provisional decision in November 2013. A summar... (2 pages)View decision -
Decision Reference DRN-5094452
11 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5094452 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy after his car was classed a total loss. What happened Mr B made a claim on his motor insurance policy after his car was damaged in an incide... (3 pages)View decision -
Decision Reference DRN-4307402
17 Nov 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4307402 The complaint Mr S complains that Advantage Insurance Company Limited (Advantage) unfairly avoided his motor insurance policy and refused to pay his claim. What happened Mr S took out a motor insurance policy with Advantage through an online price comparison website. When his c... (3 pages)View decision -
Decision Reference DRN3971607
4 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BG) won’t pay her claim under her Homecare insurance policy. My references to BG include its agents.backgroundMrs P has Homecare insurance with BG that includes plumbing cover.On 3 March 2018 after heavy snowfalls a pipe burst at Mrs P’s ... (3 pages)View decision -
Decision Reference DRN-4997762
25 Nov 2024 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4997762 The complaint Mr O is unhappy with RBS Collective Investment Funds Limited. When his Child Trust Fund (CTF) matured Mr O struggled to set up another account to transfer the money from his CTF. What happened Mr O made several attempts to set up an account so he could transfe... (2 pages)View decision -
Decision Reference DRN-4377817
15 Jan 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4377817 The complaint Mr W complains that Lex Autolease Ltd didn’t advise him that the car he had acquired via a personal contract for hire plan had a list price over £40,000 and so attracted a higher Vehicle Excise Duty. What happened In September 2021, Mr W contacted a broker about a... (3 pages)View decision -
Decision Reference DRN-4717209
30 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4717209 The complaint Miss B complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened Miss B had a car, that had first been registered in about 2010. For the year from March 2022, Miss B insured the car on a comprehensive policy... (4 pages)View decision -
Decision Reference DRN8147978
5 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditThe estate of Mrs G complain about the way Bank of Scotland plc (“BOS”) dealt with the late Mrs G and her accounts when she wasn’t able to verify her identity in a phone call about her online bank account.backgroundThe substantive events which form the basis of thi... (4 pages)View decision
