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 4196 results
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Decision Reference DRN4784312
3 Oct 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that CIS General Insurance Limited cancelled the motor insurance policy she had set up for her son without first giving her notice of its intention to do so. She would like CIS to acknowledge that it shouldn’t have taken this action. backgroundIn October 2013 Mrs G deci... (2 pages)View decision -
Decision Reference DRN-4231361
11 Jul 2023 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-4231361 The complaint Mr C complains that Markerstudy Insurance Company Limited (Markerstudy) unfairly declined to deal with a non-fault claim due to a breach of a mileage endorsement, under his motor insurance policy. What happened Mr C says he was involved in a car accident where a t... (3 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 -
Decision Reference DRN6316861
16 Sep 2019 Ald Automotive Limited Not upheldBanking and creditMrs S is unhappy that under her contract hire agreement she has with Ald Automotive Limited (Ald). It settled a parking charge without giving her the opportunity to appeal it.backgroundMrs S is represented, for ease any comments or actions done by the representative will be referred to as ... (3 pages)View decision -
Decision Reference DRN5622035
23 Sep 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains that Admiral Insurance Company Limited wrongly declined to apply an uninsured driver promise to a claim he made on his motor insurance policy. backgroundMr W was told by the police on 30 October 2018 that his parked car had been damaged in a ‘hit and run’ accident. The polic... (2 pages)View decision -
Decision Reference DRN9750719
28 Jul 2014 BISL Limited Not upheldInsurance (excluding PPI)Ms A has complained that she was referred to an accident management company when reporting a claim to BISL Limited, her insurance broker, when she was under the impression that she was claiming through her own motor insurance policy. background Ms A is unhappy that BISL Limited referred... (2 pages)View decision -
Decision Reference DRN7841543
7 Jun 2013 Capital One (Europe) plc UpheldBanking and creditMr A is unhappy that Capital One (Europe) plc has applied a default to his credit report. This is because other financial providers have not registered a default. backgroundMr A fell into arrears with Capital One and other lenders. He entered into a Debt Management Plan (DMP) through a ... (2 pages)View decision -
Decision Reference DRN6760737
12 Jan 2017 Santander UK Plc UpheldBanking and creditMrs and Mr B complain that Santander UK Plc won’t send their house deeds to the Land Registry, so their property can be registered, before they pay off the final part of their mortgage. They would like Santander to explain why it originally led them to believe it... (2 pages)View decision -
Decision Reference DRN0802953
27 Feb 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr D complains that Tesco Underwriting Limited did not make a reasonable total loss offer for his motor vehicle when he made a claim under his motor insurance policy. He is also unhappy about its poor service and delay in settling his claim. background Mr D’s vehicle was stolen and he... (3 pages)View decision -
Decision Reference DRN-4222662
19 Jul 2023 Openwork Limited Not upheldInsuranceDRN-4222662 The complaint Mr C has complained that Openwork Limited trading as Owl Financial (‘Owl’) mis-sold an income protection insurance policy to him. What happened Mr C took out an income protection insurance policy through Owl in August 2020. The advised sale took place via video ca... (2 pages)View decision
