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 4282 results
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Decision Reference DRN-3521407
24 Jun 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3521407 The complaint Mr W complains that Royal & Sun Alliance Insurance plc mishandled a motor insurance policy. Where I refer to RSA, I include employees and others insofar as I hold RSA responsible for their acts or omissions. What happened Mr W was eligible for a vehicle on con... (2 pages)View decision -
Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 pages)View decision -
Decision Reference DRN9464691
28 Oct 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr P’s complaint is that Admiral Insurance Company Limited didn’t fully explain the differences between having his claim dealt with directly by Admiral or by a partner credit hire service. In particular, that a hire car provided by a third party agency wouldn’t be co... (4 pages)View decision -
Decision Reference DRN-4674780
4 Apr 2024 Marsh Finance Ltd Not upheldConsumer CreditDRN-4674780 The complaint Mrs B is unhappy that Marsh Finance Ltd issued a default against a hire purchase agreement she had with them. What happened In May 2018, Mrs B was supplied with a used car through a hire purchase agreement with Marsh Finance. She paid a £245 deposit, and the agree... (4 pages)View decision -
Decision Reference DRN0494253
31 Jul 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Miss A complains about Zenith Insurance plc’s valuation of her car following a claim against her motor insurance policy.backgroundUnfortunately, in December 2013, Miss A’s car was stolen. Zenith later recovered Miss A’s car but said that it was a total loss. That mean... (4 pages)View decision -
Decision Reference DRN-4150693
13 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4150693 The complaint Mr O complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr O also complains NatWest failed to properly support him in paying off his overdraft debt and registered a default against him. Mr O wants compensation for the dist... (4 pages)View decision -
Decision Reference DRN-4198051
22 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4198051 The complaint Mrs K complains that the car she acquired financed through a hire purchase agreement with Blue Motor Finance Ltd wasn't of satisfactory quality. What happened Mrs K is represented in her complaint. However, for the sake of simplicity in this decision I have r... (4 pages)View decision -
Decision Reference DRN6874561
16 Aug 2013 National Westminster Bank Plc Not upheldBanking and creditMrs O is unhappy with the way National Westminster Bank plc dealt with her account when it was accessed by a third party fraudster. She is concerned with the bank’s security measures, which she considers inadequate. Mrs O feels National Westminster should have noticed the fraudst... (2 pages)View decision -
Decision Reference DRN0858798
13 Dec 2013 Banco Santander Totta SA UpheldBanking and creditMs D complains that Banco Santander Totta SA has treated her unfairly in its handling of her mortgage account after it fell into arrears.our initial conclusionsTwo adjudicators considered the complaint. The first didn’t recommend it should be upheld. The second noted that, whilst ther... (2 pages)View decision -
Decision Reference DRN9024288
23 Jul 2015 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr G says Covea Insurance plc wrongly decided his vehicle was a campervan. Because of that, it wouldn’t cover a claim he made on his motor insurance policy.background Mr G’s vehicle is registered as a minibus with the DVLA. It was damaged in an accident in July 20... (2 pages)View decision
