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 4196 results
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Decision Reference DRN8457395
25 Jan 2021 BMW Financial Services (GB) Limited Not upheldBanking and creditMr S complains about a hire purchase agreement that was taken out in his name with BMW Financial Services (GB) Limited. Mr S is represented in his complaint by his accountant who I will call “Mr C”. background I set out the background of Mr S’s complaint in the provisional decision I issue... (7 pages)View decision -
Decision Reference DRN-3415424
28 Apr 2022 Experian Limited Not upheldConsumer CreditDRN-3415424 The complaint Mr M complains that Experian Limited mis-sold its Credit Expert service. What happened Mr M has told us he paid a monthly fee for Experian’s Credit Expert service for around 12 to 18 months. Last year, Mr M complained to Experian after he found accounts weren’t ap... (2 pages)View decision -
Decision Reference DRN0113868
2 Feb 2018 Experian Limited Not upheldBanking and creditMr G complains that Experian Limited (Experian) wrongly recorded information on his credit file. Experian corrected the mistakes and offered him compensation. Mr G didn’t think this was enough.background Mr G complained to Experian when he noticed things wrong on his cr... (2 pages)View decision -
Decision Reference DRN8573020
25 Sep 2015 Capital One (Europe) plc Not upheldBanking and creditMiss J complains that Capital One (Europe) plc (“Capital One”) won’t refund her two disputed transactions on her credit card that she says she didn’t make or authorise. background Miss J says she didn’t use her credit card for online purchases on 7 and 14 April 2015.... (2 pages)View decision -
Decision Reference DRN0083383
4 Jul 2016 One Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that One Insurance Limited (One Insurance) cancelled her motor insurance policy from the start (voided it) and wouldn’t pay her claim. She wants it to pay this claim.backgroundMs W’s car was stolen in late January; it was then recovered by the polic... (2 pages)View decision -
Decision Reference DRN4481055
25 Aug 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about Admiral Insurance Company Limited’s (“Admiral”) valuation of their car after they claimed on their motor insurance policy.backgroundMr and Mrs C claimed after their car was stolen. Admiral offered them a settlement figure of £17,740, for ... (2 pages)View decision -
Decision Reference DRN-3601586
18 Aug 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3601586 The complaint Mr C complains TransUnion International UK Limited haven’t updated his credit file when they should have. What happened Mr C says since January 2021 he’s been raising concerns about his credit score being affected due to TransUnion not recording him as on the Elec... (2 pages)View decision -
Decision Reference DRN9788782
6 Feb 2015 Enterprise Insurance Company plc Not upheldInsurance (excluding PPI)Mr R complains that Enterprise Insurance Company plc has refused to pay his claim for the theft of his Audi R8 FSI Quattro which was insured under his self-drive hire policy.backgroundMr R purchased the Audi on 4 December 2013 for £15,000 and £30,000 part exchange on a Bentley. On 8 De... (2 pages)View decision -
Decision Reference DRN5526058
15 Oct 2015 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr G complained that when he took out his motorcycle insurance policy his broker, Carole Nash Insurance Consultants Ltd, made a mistake which increased his premium.backgroundMr G took out his motorcycle policy over the phone. When he received his policy papers he notic... (2 pages)View decision -
Decision Reference DRN6370414
11 Dec 2014 Usman International UK Ltd UpheldBanking and creditMr J has complained that Usman International UK Ltd did not send the money he requested to an overseas destination. And when that was never successfully delivered, he was never refunded.backgroundIn October 2012, Mr J deposited a cheque for £5,000 at an agent of Usman International UK ... (2 pages)View decision
