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 DRN9187007
29 Nov 2013 Lloyds Bank Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs K complained about the administration of their home insurance policy. They believed that Lloyds TSB Insurance Services Limited (“Lloyds”) would undertake a review of their policy at each annual renewal so as to ensure they received the cheapest possible renewal premium. Mr and ... (3 pages)View decision -
Decision Reference DRN2622668
16 Oct 2019 Insure The Box Limited Not upheldInsurance (excluding PPI)Mr E complains Insure the Box Limited (ITB) forced the cancellation of his motor insurance policy.backgroundMr E had a motor insurance policy with ITB; this was renewed in September 2018 and was due to expire in September 2019. On 2 April 2019, Mr E called ITB as he said he’d sold his car ... (4 pages)View decision -
Decision Reference DRN3680411
4 Nov 2019 Suzuki Financial Services Limited Not upheldBanking and creditMr D complains that Suzuki Financial Services Limited (“Suzuki”) provided him with a different vehicle model than he’d agreed to and that they didn’t tell him about the mileage limits on the agreement. background Mr D took receipt of a new car in May 2015. He financed the deal through a hi... (4 pages)View decision -
Decision Reference DRN2138125
28 Sep 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S is unhappy that Advantage Insurance Company Limited has dealt with an alleged claim under his motor insurance policy despite him saying he wasn’t involved in an accident. He’s also unhappy that his no claim discount with a new insurer is being affected. backgroundAd... (3 pages)View decision -
Decision Reference DRN-3577151
4 Jul 2022 Novia Financial Plc Not upheldPensions and AnnuitiesDRN-3577151 The complaint Mr B’s representative has complained, on his behalf, that due to errors made by Novia Financial Plc, there was a delay in investing cash held in Mr B’s Self Invested Personal Pension (SIPP). What happened Mr B intended to invest some of his SIPP funds into the Sco... (3 pages)View decision -
Decision Reference DRN8806252
16 Mar 2021 Barclays Bank UK PLC UpheldInvestment and pensionsMr H took out a SIPP in 2016, in which the underlying investments were managed by Barclays Bank UK PLC. In 2017 Barclays said it could no longer provide a discretionary investment management service to Mr H because he was resident in Australia. Because of this Mr H transferred his investme... (9 pages)View decision -
Decision Reference DRN0367571
8 Mar 2019 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr O has complained about Advantage Insurance Company Limited’s handling of his car insurance policy.backgroundMr O was involved in an accident in mid-November 2017. He didn’t claim on his policy until the end of January 2018. Before Mr O claimed on his policy, he had ... (3 pages)View decision -
Decision Reference DRN-3246854
11 Jan 2022 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-3246854 The complaint Mr L says that he was misled about the terms of a training course. Because the course was funded with a loan from Caledonian Consumer Finance Ltd (which I’ll refer to as CCF), he says that it is equally liable with the course provider. What happened In June 2016 M... (3 pages)View decision -
Decision Reference DRN-4642787
21 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4642787 The complaint Mrs B complains about the service she received from BMW Financial Services(GB) Limited (“BMW”) when she wanted to acquire a new car using a credit agreement. She says there were delays and then BMW told her it wasn’t able to provide the finance on the same term... (3 pages)View decision -
Decision Reference DRN-3299649
25 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3299649 The complaint Mr M complains that Barclays Bank UK PLC is holding him responsible for payments and direct debit refund requests which he says he didn’t make or allow anyone else to make. What happened Mr M has disputed ten payments from his account made between 18 and 23 Octobe... (3 pages)View decision
