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 128535 results
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Decision Reference DRN-4034094
5 May 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4034094 The complaint Mr M complains about a car he acquired with finance provided by BMW Financial Services (GB) Limited (trading as ALPHERA Financial Services) (“BMW FS”). What happened In October 2021 Mr M acquired a car under a credit agreement with BMW FS. The car was about three ... (3 pages)View decision -
Decision Reference DRN-4053033
5 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4053033 The complaint Mr K complains that he made a claim to Aviva Insurance Limited (Aviva), via his broker, in June 2023 but received no response, under his motor insurance policy. What happened Mr K says his motorcycle was stolen in June 2022. He contacted his broker by phone to mak... (3 pages)View decision -
Decision Reference DRN-4084835
5 May 2023 Covea Insurance plc UpheldInsuranceDRN-4084835 The complaint The estate of Mr H complains that Covea Insurance plc (Covea) unfairly refused to meet a claim made following Mr H’s death, and that a subsequent offer to meet the claim in part isn’t fair. What happened I’m not going to go over all of the information for this com... (2 pages)View decision -
Decision Reference DRN-4115823
5 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4115823 The complaint Miss R has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly by agreeing to increase her overdraft to a limit that wasn’t affordable which has led to financial difficulties. What happened In March 2018 Miss R held a bank account with Na... (3 pages)View decision -
Decision Reference DRN-3972589
5 May 2023 MBNA Limited UpheldBanking and PaymentsDRN-3972589 The complaint Mr R complains that MBNA Limited failed to properly administer a credit card applied for without his knowledge and delayed the removal of it from his credit record. What happened A credit card was opened in Mr R’s name by his ex-partner and had operated for a few ... (4 pages)View decision -
Decision Reference DRN-4115604
5 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4115604 The complaint Mr K complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim on his motor insurance policy. What happened Mr K had a motor insurance policy with Advantage covering his car. In August 2022 he was involved in a collision with a third-pa... (4 pages)View decision -
Decision Reference DRN-4053913
5 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4053913 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr L held and account with NatWest with an overdraft facility. The last limit increas... (3 pages)View decision -
Decision Reference DRN-4082161
5 May 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4082161 The complaint Mr B is unhappy about the way Clydesdale Financial Services Limited, trading as Barclays Partner Finance (who I’ll call “BPF”) have offered to resolve a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The detail... (2 pages)View decision -
Decision Reference DRN-4067850
5 May 2023 Zopa Limited UpheldInvestmentsDRN-4067850 The complaint Mr K complains Zopa Limited prevented him unable to access his funds from his Peer to Peer (P2P) lending account – causing him distress and financial detriment. What happened Mr M held accounts on Zopa’s P2P platform for a number of years. In January 2022, Zopa ma... (4 pages)View decision -
Decision Reference DRN-4101255
5 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4101255 The complaint A company I’ll call E complains that Lloyds Bank PLC (Lloyds) is withholding its funds pending ID checks, after closing E’s accounts. To put things right, E wants Lloyds to return the account balance. E is represented by one of its directors, Mr A. What happened I... (3 pages)View decision