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 4361 results
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Decision Reference DRN9186988
27 Sep 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs C complains BMW Financial Services(GB) Limited won’t allow her to terminate her agreement and reject a car she acquired on hire purchase with them in March 2018. She complains the car wasn’t of satisfactory quality.backgroundMrs C entered into a hire purchase agre... (4 pages)View decision -
Decision Reference DRN9300989
11 Jan 2018 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr C complains that Zenith Insurance plc cancelled his motorcycle insurance policy from the start (voided it) and declined his claim for the theft of his bike. He wants the claim investigated and the policy declared non-void.background Mr C’s bike was stolen and he ... (2 pages)View decision -
Decision Reference DRN-1424519
14 Oct 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-1424519 The complaint Mr C has complained about Liverpool Victoria Insurance Company Limited (LV). He isn’t happy that it failed to insure his vehicle properly when he took out his motor insurance policy. What happened Mr C took out insurance for his vehicle through a comparison websit... (2 pages)View decision -
Decision Reference DRN-3195416
3 Dec 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3195416 The complaint Mrs S complains on behalf of Mrs H about the difficulties encountered gaining access to an account having registered a power of attorney with Bank of Scotland plc trading as Halifax. What happened The facts are not in dispute. In summary Mrs S, who is a named atto... (2 pages)View decision -
Decision Reference DRN-2248699
30 Mar 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2248699 The complaint Mr G has complained that AXA Insurance UK Plc (‘AXA’) has unfairly declined his claim. What happened Mr G had a travel insurance policy, underwritten by AXA. Mr G made a claim for medical treatment at a clinic after falling ill whilst on a trip to Cameroon. But AX... (2 pages)View decision -
Decision Reference DRN-5530976
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5530976 The complaint Mr H has complained about the poor service he received from Admiral Insurance Company (Gibraltar) Limited when he made a claim under his car insurance policy. What happened Mr H was involved in an incident and his car was damaged. He made a claim to his insurer... (3 pages)View decision -
Decision Reference DRN2122713
19 Nov 2019 TSB Bank plc Not upheldBanking and creditD, a corporate body, complains about poor service from TSB Bank plc, in particular in relation to telephone banking. D is represented by one of its members, who I’ll refer to as Mr P. backgroundMr P says he registered for telephone banking for D’s accounts in August 2017 and used telephone... (2 pages)View decision -
Decision Reference DRN7945827
9 May 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains about how Advantage Insurance Company Limited handled his claim made on his motor insurance policy. He wants the issues resolved.backgroundMr R’s motorbike was stolen and found damaged. Mr R said he had to arrange and pay for its recovery. The bike was de... (2 pages)View decision -
Decision Reference DRN9885585
2 Sep 2013 MBNA Limited UpheldBanking and creditMr T complains that MBNA Limited increased the interest rate on his credit card on 30 July 2007 by 7%, from 27.9% to 34.9%, without prior notification. He says that this increased interest rate led him to being unable to manage his debt.backgroundMr T registered his complaint with the F... (2 pages)View decision -
Decision Reference DRN7256474
26 Jun 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Ms W complains that the Royal Bank of Scotland Plc (‘RBS’) mis-sold payment protection insurance to her in 2006. backgroundOur adjudicator thought the complaint should be upheld because RBS did not make it clear to Ms W that PPI was optional. RBS disagreed with that ... (2 pages)View decision
