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 125400 results
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Decision Reference DRN-4079215
18 May 2023 Carole Nash Insurance Consultants Ltd UpheldInsuranceDRN-4079215 The complaint Ms P has complained about her car insurance broker, Carol Nash Insurance Consultants Ltd regarding how it handled her newly arranged policy, ultimately causing it to cancel. Ms P has sometimes been represented by Mr B. In the main though, as Ms P is the policyhold... (3 pages)View decision -
Decision Reference DRN-4104198
18 May 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4104198 The complaint Mr N complains that Epayments Systems Ltd blocked his account and he wasn’t able to access his funds. He would like compensation. What happened The facts which led to Mr N bringing his complaint to our service are well known to both parties, so I am not repeating ... (3 pages)View decision -
Decision Reference DRN-4079220
18 May 2023 U K Insurance Limited UpheldInsuranceDRN-4079220 The complaint Ms P has complained about her car insurer U K Insurance Ltd (UKI) in respect of how it handled her claim made when a lorry collided with her stationary car. Ms P has sometimes been represented by Mr B. In the main though, as Ms P is the policyholder and complainan... (3 pages)View decision -
Decision Reference DRN-4139079
18 May 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4139079 The complaint Mr M’s complaint is about charges he’s been asked to pay by Mercedes-Benz Financial Services UK Limited, who I’ll call “MBFS”. What happened I issued my provisional decision on this complaint in April 2023. An extract from that provisional decision is set out belo... (6 pages)View decision -
Decision Reference DRN-4139999
18 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4139999 The complaint Mr S complains that National Westminster Bank Plc (NatWest) has mishandled requests he made for his personal data. What happened Ms S says that in March 2021 he made a Subject Access Request (SAR) to NatWest for the personal data it held on him. He says he did not... (3 pages)View decision -
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
