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 4264 results
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Decision Reference DRN6229782
24 Sep 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr R complains that Zurich Insurance PLC paid a claim made by a third party on his commercial vehicle policy after the third party commenced legal proceedings. He is unhappy that this has resulted in an increased premium.backgroundMr R was stopped by a third party when leaving his veh... (3 pages)View decision -
Decision Reference DRN-4775803
8 May 2024 Weatherbys Bank Limited Not upheldBanking and PaymentsDRN-4775803 The complaint Mr M complains that Weatherbys Bank Limited has charged VAT on his fees when he was no longer VAT registered. Mr M is represented in his complaint by a professional adviser but for ease, I will continue to refer to Mr M as though he is bringing the complaint himse... (3 pages)View decision -
Decision Reference DRN-4460562
5 Dec 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4460562 The complaint Ms C and Mr H complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of their claim under their car insurance policy. Ms C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN-4799043
15 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4799043 The complaint H, a partnership, complains that Lloyds Bank PLC lost the deeds to H’s land. H has been represented in this complaint by one of the partners, Miss O. What happened H had a business overdraft with Lloyds. It granted Lloyds a charge over some of its land as security... (3 pages)View decision -
Decision Reference DRN-4305611
13 Sep 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4305611 The complaint Mr G, as executor of the estate of Ms D, complains that Lloyds Bank PLC delayed the grant of probate and the winding up of the estate causing inconvenience and aggravation. Mr G says that the delay lost interest on the account until probate was granted. What happe... (3 pages)View decision -
Decision Reference DRN-3627637
8 Aug 2022 U K Insurance Limited Not upheldInsuranceDRN-3627637 The complaint Mrs R had motor insurance underwritten by U K Insurance Limited trading as Churchill Insurance (UKI). She complains about how UKI dealt with a claim on her policy. What happened Mrs R’s car was involved in an accident. UKI, on the advice of its engineer, decided t... (5 pages)View decision -
Decision Reference DRN2313378
26 Apr 2013 The Co-operative Bank Plc Not upheldBanking and creditMr V complains about the actions of the Co-operative before and after he set up a new payment plan for his credit card debt. In particular, he questioned registration of a default and whether the bank’s actions amounted to harassment within the terms of Section 40 of the Administration of... (5 pages)View decision -
Decision Reference DRN-5305043
11 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5305043 The complaint Miss M complains about how her insurer, U K Insurance Limited trading as Direct Line (Direct Line) valued her vehicle as a total loss following a collision. Any reference to Direct Line in this decision includes their agents. Miss M was supported by a represe... (4 pages)View decision -
Decision Reference DRN5781171
28 Mar 2018 Santander UK Plc UpheldBanking and creditMr W – who holds a Power of Attorney (POA) to deal with Mrs W’s financial matters, complains that Santander UK Plc failed to act on his instructions when Mrs W’s fixed rate bond matured on 1 February 2017. backgroundThe background to this complaint, and my initial ... (3 pages)View decision -
Decision Reference DRN-2850931
24 Jun 2021 TSB Bank plc UpheldMortgagesDRN-2850931 The complaint Mr and Mrs A say they incurred a large legal bill in 2017 due to errors made by TSB Bank plc’s solicitor in registering the legal charge when they remortgaged in 2015. What happened I issued my provisional decision in April 2021, the findings of which stated: “I’... (3 pages)View decision
