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 4152 results
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Decision Reference DRN-3462814
9 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3462814 The complaint Mr B complains that Aviva Insurance Limited (trading as General Accident) unfairly declined his claim on his motor insurance policy. I refer to General Accident as GA and I include claims-handlers and others insofar as I hold GA responsible for their acts or omiss... (4 pages)View decision -
Decision Reference DRN0739046
4 Mar 2019 Close Brothers Limited Not upheldBanking and creditMrs M, represented by Mr M, complains that Close Brothers Limited sent information to an old address causing distress and costs.backgroundMrs M has a credit agreement with Close Brothers relating to her insurance policy. In October 2018, Mr M contacted Close Brothers ... (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 -
Decision Reference DRN-4250435
12 Oct 2023 Volvo Car UK Limited Not upheldConsumer CreditDRN-4250435 The complaint Mr F complains that Volvo Car UK Limited trading as Care by Volvo UK (CVUK) unfairly charged him an excess mileage charge when his new car was delayed. What happened Mr F entered into a hire agreement with CVUK in May 2021. In February 2022, he told CVUK that he w... (3 pages)View decision -
Decision Reference DRN3938427
21 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss A’s complained that U K Insurance Limited– trading as Churchill Insurance –refused to apply its uninsured driver promise under her motor insurance policy when she made a claim.Mr A is representing Miss A in her complaint.backgroundMiss A reported an incident to her... (2 pages)View decision -
Decision Reference DRN8094018
23 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMr E1, Mrs L and Mr E2 have complained that National Westminster Bank Plc failed to return their title deeds after they redeemed their mortgage. Mr E1 has conducted the complaint on behalf of all three complainants.backgroundIn 2005 Mr E1, Mrs L and Mr E2 (along ... (2 pages)View decision -
Decision Reference DRN4970649
12 Feb 2015 Southern Pacific Mortgage Limited Not upheldBanking and creditMr G has complained that Southern Pacific Mortgage Limited (SPML) has failed to provide him with evidence to show there is a valid mortgage contract. Mr G says that because SPML has failed to disclose all material, it should void his mortgage.backgroundIn August 2006 Mr G granted a ... (3 pages)View decision -
Decision Reference DRN-4595656
22 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4595656 The complaint Mr S complains that his buy to let mortgage lender Barclays Bank UK PLC caused a delay in the sale of his property. What happened Mr S had a mortgage with Barclays. He decided to sell his property. A sale was agreed and solicitors instructed. Mr S’s solicitors, wh... (3 pages)View decision -
Decision Reference DRN8072738
10 Oct 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr S complains about the amount that he’s been charged by Mercedes-Benz Financial Services UK Limited for damage to a car that he returned when his hire purchase agreement ended. He also complains about the service that he’s received from it.background A used car was supplied to Mr S under... (3 pages)View decision -
Decision Reference DRN2287373
11 Aug 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs F has complained that One Call Insurance Services Limited unfairly cancelled her motor insurance policy.background Mrs F bought a motor policy through a broker, One Call. She didn’t mention a notification only incident from 2013, so the insurer wanted Mrs F to provide... (2 pages)View decision
