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 122405 results
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Decision Reference DRN-4090881
18 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4090881 The complaint Miss H complains Admiral Insurance (Gibraltar) Limited (“Admiral”) undervalued her car after it was recorded as a total loss under her motor insurance policy. She also complains it unfairly cancelled her policy. What happened Miss H has a motor insu... (4 pages)View decision -
Decision Reference DRN-4115821
18 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-4115821 The complaint Mr I has complained about the market value Zurich Insurance PLC paid for his vehicle when he made a claim under his specialist vehicle insurance policy. All reference to the insurer in my decision includes its agents. What happened Mr I’s vehicle was involved in a... (3 pages)View decision -
Decision Reference DRN-4105188
18 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4105188 The complaint Mr C, through a representative, says Everyday Lending Limited (ELL), trading as Everyday Loans, irresponsibly lent to him. What happened Mr C took out four instalment loans from ELL. A summary of his borrowing follows: loan taken out value, £ term in months monthl... (4 pages)View decision -
Decision Reference DRN-4139680
18 May 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4139680 The complaint Mr H complains that a car he bought on finance with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“Audi Finance”), wasn’t of satisfactory quality. What happened In March 2022, Mr H entered a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-4132631
18 May 2023 Paragon Bank Plc UpheldBanking and PaymentsDRN-4132631 The complaint Mrs and Mr K complain that Paragon Bank Plc failed to help them access their savings. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons f... (2 pages)View decision -
Decision Reference DRN-4123315
18 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4123315 The complaint Miss S complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for money back in respect of a hotel booking she made using her Virgin Money credit card. What happened In June 2019 Miss S booked accommodation at a hotel I’ll call G v... (6 pages)View decision -
Decision Reference DRN-4134340
18 May 2023 St James's Place UK plc UpheldInvestmentsDRN-4134340 The complaint Mrs S complained, in her capacity as the appointed sole executor of the estate of Ms R, that St James's Place UK plc (‘SJP’) delayed the surrender of an investment bond held within Ms R’s estate, resulting in loss to the estate. She was also unhappy about the... (6 pages)View decision -
Decision Reference DRN-4091566
18 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4091566 The complaint Mr F complains about how Advantage Insurance Company Limited (“Advantage”) dealt with a claim he made on his motor insurance policy following an accident that wasn’t his fault. Any reference to Advantage includes its agents. What happened Mr F has mo... (4 pages)View decision -
Decision Reference DRN-4071865
18 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4071865 The complaint Mr L says Aviva Life & Pensions UK Limited (‘Aviva’) misled his application for payment from his Aviva Pension Plan (‘APP’) in late 2021. He mainly claims as follows: That Aviva misled him (and his adviser) to believe the entire APP could be withdrawn as a ta... (7 pages)View decision -
Decision Reference DRN-4139339
18 May 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4139339 The complaint Mr C complains Metro Bank PLC’s approach to strong customer authentication means he can’t make online purchases unless he has a mobile phone, landline or a similar device. He complains that this is discriminatory and exclusionary and that customers shouldn’t be co... (4 pages)View decision
