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 4569 results
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Decision Reference DRN-2588839
3 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2588839 The complaint Mr P complains that a Bank of Scotland Plc error resulted in him not having access to his online business banking and subsequently suffering a loss of income. What happened Upon securing a COVID bounce-back loan from Bank of Scotland, Mr P says that he was going ... (3 pages)View decision -
Decision Reference DRN-3939656
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3939656 The complaint Mr F has complained about his car insurer Admiral Insurance (Gibraltar) Limited because he was stopped by police who said he didn’t have insurance and when he called Admiral from the side of the road it initially found his cover but then said it was for a differen... (2 pages)View decision -
Decision Reference DRN-5580615
28 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580615 The complaint Mrs F complains about how Aviva Insurance Limited handled, settled and recorded a claim made on her motor insurance policy. She wants it to change its systems and to amend how the claim is recorded. Mrs F is represented in this matter by Mr F. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5535682
12 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5535682 The complaint Mr A is unhappy with his commercial vehicle insurer Haven Insurance Company Limited because it logged a claim against him even though he told it he was not involved. What happened Mr A received contact from Haven in January 2024 asking him for details about an... (3 pages)View decision -
Decision Reference DRN-4603835
10 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4603835 The complaint Mrs H complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car or sports utility vehicle, with a diesel engine and first registered in 2013. Mrs ... (3 pages)View decision -
Decision Reference DRN5417585
1 Sep 2020 Gefion Insurance A/S UpheldInsurance (excluding PPI)Mr J complains that Gefion Insurance A/S cancelled his commercial motor insurance policy. He wants the cancellation record removed and a reimbursement of his cancellation costs. backgroundMr J bought a policy from Gefion for a van he had bought from his father. Gefion was concerned that Mr... (3 pages)View decision -
Decision Reference DRN2871133
10 Aug 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about the way his motor insurance policy is being administered by Ageas Insurance Limited as a result of an incorrect additional premium being charged. backgroundMr L took out motor insurance with Ageas, through a broker, in May 2017. Shortly after t... (3 pages)View decision -
Decision Reference DRN5731386
11 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L have complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to them in 2009. They paid a monthly fee for the account which offered several benefits in return.Mr and Mrs L have used a claims manageme... (2 pages)View decision -
Decision Reference DRN3009751
26 Feb 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr S complains the Society of Lloyd’s has unfairly declined his motor insurance claim when his car was stolen. backgroundMr S insures his car through the Society of Lloyd’s. He has insured it for £99,000 – a specified value. As a condition of Mr S’ insurance he mus... (3 pages)View decision -
Decision Reference DRN7750520
16 Sep 2019 Charter Court Financial Services Limited UpheldBanking and creditB Ltd complains that Charter Court Financial Services Limited trading as Precise Mortgages acted unfairly and unreasonably when dealing with its buy to let mortgage application. It wants a refund of the assessment and valuation fee and a goodwill gesture.background B Ltd applied for a buy ... (3 pages)View decision
