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 DRN7873074
5 Dec 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complained about Admiral Insurance Company Limited’s service in connection with his motor insurance policy. background Mr A was unhappy with how Admiral dealt with things after he had a car accident and his car was damaged. He said that the accident was the other driver’s fault. But t... (2 pages)View decision -
Decision Reference DRN9251078
9 Feb 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B complains that Liverpool Victoria Insurance Company Limited (LV) delayed settling his claim under his motor insurance policy. He’s also unhappy with its decision on liability. He wants it to refund his excess and pay him compensation for his expenses.backgroundMrs B,... (2 pages)View decision -
Decision Reference DRN7867455
9 Jul 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr B complains that Zenith Insurance plc: avoided his motor insurance policy, and refused to deal with a claim he made under it, when it found out that the car insured under the policy was registered with DVLA not in Mr B’s name but in his son’s; and has not acce... (2 pages)View decision -
Decision Reference DRN4874941
29 Oct 2019 Tesco Mobile Limited Not upheldBanking and creditMr C complains about the quality of a mobile phone (“phone”) provided to him under a credit sale agreement (“agreement”) with Tesco Mobile Limited (“Tesco”) and Tesco’s decision to register this agreement as being in default.Where I refer to Tesco, this includes its agents.backgroundIn May... (2 pages)View decision -
Decision Reference DRN7740462
6 Mar 2015 Financial Administration Services Limited UpheldInvestment and pensionsMr Y’s complaint is about the administrative errors made by Financial Administration Services Limited (Fidelity) during an investment re-registration process. He said that he has suffered a financial loss amounting to £5,543.17.background The complaint was investigated by one of our adjud... (2 pages)View decision -
Decision Reference DRN0679590
17 Mar 2015 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr N complains that Automobile Association Insurance Services Limited (“AAIS”) sold him a roadside assistance policy that did not meet his needs, and sent him policy documentation that contained incorrect information.backgroundMr N wanted a roadside assistance policy to c... (2 pages)View decision -
Decision Reference DRN-5313295
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5313295 The complaint Mr A and Mrs K complain that Barclays Bank UK PLC (“Barclays”) failed to refund transactions they didn’t recognise. What happened Mrs K was the main account holder involved with this complaint, so I’ll mainly refer to her for ease of reading. Mrs K reported to ... (5 pages)View decision -
Decision Reference DRN5300827
24 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about a payment protection insurance (PPI) policy taken out in June 2007 alongside a credit card. Mr B says that The Royal bank of Scotland Plc (RBS) mis-sold the policy.backgroundIn June 2007 Mr B applied for an RBS credit card using a postal application form. At ... (4 pages)View decision -
Decision Reference DRN-5029929
19 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5029929 The complaint Mr K has complained about Watford Insurance Company Europe Limited’s decision to cancel his car insurance policy. Watford is the main insurer and underwriter of the policy. What happened In June 2023 Mr K bought a car insurance policy through a broker and paid ... (3 pages)View decision -
Decision Reference DRN-5395204
18 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395204 The complaint Miss A complains about how Aviva Insurance Limited settled a claim made on her motor insurance policy. Reference to Aviva includes its agents. What happened Miss A holds a motor insurance policy with Aviva. When her car was involved in an incident, she called a... (4 pages)View decision
