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 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-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-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-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 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-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 DRN3323391
3 Mar 2020 Covea Insurance plc Not upheldInsurance (excluding PPI)Miss S complains about the level of service provided by Covea Insurance plc under her motor insurance policy following an accident. She wants a refund of her policy excess, her car radio repaired and compensation.backgroundCovea took Miss S’s car for repairs following an accident. But Miss... (3 pages)View decision -
Decision Reference DRN9848758
25 Apr 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr D complains that a car he purchased on finance from Santander Consumer (UK) Plc was of unsatisfactory quality and misrepresented at the time of sale.backgroundMr D purchased the car under a conditional sale agreement in January 2012. He had some problems with the car after the purch... (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 -
Decision Reference DRN-4559096
15 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4559096 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited wouldn’t agree to cover damage to their vehicle after they made a motor insurance claim. What happened In 2012, Mr and Mrs H took out a multi-car insurance policy from Admiral, which they renewed ann... (5 pages)View decision
