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 4269 results
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Decision Reference DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 pages)View decision -
Decision Reference DRN3201434
23 May 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr H complained about how CIS General Insurance Limited handled his total loss claim under his motor insurance policy. backgroundAfter Mr H’s car was damaged in an accident, CIS declared it uneconomic to repair and paid Mr H his car’s market value. CIS then sold hi... (2 pages)View decision -
Decision Reference DRN8573144
12 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs T have complained about the validity of a mortgage contract with Barclays Bank Plc.backgroundMr and Mrs T were customers of Barclays, having granted a mortgage to Barclays taken out in 2008 as security for a loan. The loan was repaid in August 2014. In May 2014 Mr and Mrs T ... (3 pages)View decision -
Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision -
Decision Reference DRN-4909552
23 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4909552 The complaint This complaint is about the way Nationwide Building Society (‘Nationwide’) dealt with the registration of a Power of Attorney(‘POA’) granted by Mr C. The complaint is brought on behalf of Mr C by his representative, whom I’ll call Mr C1. What happened Mr C1 h... (3 pages)View decision -
Decision Reference DRN-3632870
8 Aug 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3632870 The complaint Mr W complains about the additional rental that he’s been charged by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, under a hire agreement when there was a delay in the car being collected from him. His relative is also involved in ... (3 pages)View decision -
Decision Reference DRN0433995
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank Plc has unfairly registered adverse information about him, after his account was used by a third party to carry out a fraudulent cheque transaction. backgroundMr D was approached by a fellow student, whom he had recently met, and persuaded to provide h... (3 pages)View decision -
Decision Reference DRN-4716987
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716987 The complaint Mr G complains that due to an error made by Aviva Insurance Limited (Aviva) relating to his van insurance policy for his business, which I’ll refer to as M, he was stopped and detained by the Police for driving without insurance. Mr G, on behalf of his business M,... (3 pages)View decision -
Decision Reference DRN-4965581
11 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4965581 The complaint Mr U complains about his motor insurance policy with U K Insurance Limited. Reference to UKI includes its agents. What happened In summary, in November 2023, Mr U took out a motor insurance policy underwritten by UKI. Some months later, Mr U planned to change ... (3 pages)View decision -
Decision Reference DRN2542095
21 Jul 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs R is unhappy that Admiral Insurance Company Limited wants to recover from her the third party costs it’s paid out following a claim under her multi car motor insurance policy.backgroundMrs R rang Admiral to add insurance cover for her daughter to drive car A. But... (2 pages)View decision
