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 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 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-5024408
16 Sep 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5024408 The complaint Mr H says Scottish Friendly Assurance Society Limited (Scottish Friendly) is responsible for delaying the switch of his personal pension to a different provider. He says this has caused him financial detriment, inconvenience and anxiety. Mr H brought another c... (4 pages)View decision -
Decision Reference DRN-3800747
18 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3800747 The complaint Mrs B complains that Standard Life Savings Limited delayed a request to transfer her pension fund to another provider. What happened Mrs B had a Self-Invested Personal Pension (SIPP) with Standard Life. She says it took Standard Life 12 weeks to comply with her in... (5 pages)View decision -
Decision Reference DRN9330662
8 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited (BG) whenit wasn’t able to repair his boiler as the model wasn’t on its service list.backgroundMr S has for a number of years had a HomeCare policy from BG. In 2017 he had a newboiler fitted, and he assumed it ... (4 pages)View decision -
Decision Reference DRN-2299955
9 Nov 2020 Allianz Insurance Plc UpheldInsuranceDRN-2299955 The complaint Mrs C is unhappy that Allianz Insurance Plc settled a third party claim under her motor insurance policy, which she says she wasn’t involved in. She says Allianz didn’t originally tell her about this which led to her insuring her car with another insurer without d... (6 pages)View decision -
Decision Reference DRN-5356630
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5356630 The complaint Mr O complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr O had a motor insurance policy underwritten by Admiral. In August 2024, Mr O’s car was d... (5 pages)View decision -
Decision Reference DRN-3716080
19 Oct 2022 Metro Bank PLC Not upheldMortgagesDRN-3716080 The complaint Mrs P and Mr P complain about the way Metro Bank PLC handled their application to port their mortgage and the early repayment charge they paid when they redeemed the mortgage. What happened In 2018 Mrs P and Mr P took out a five-year interest only mortgage with Me... (4 pages)View decision -
Decision Reference DRN-4738642
12 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4738642 The complaint Mr G complains about the way National Westminster Bank Plc handled a dispute he raised with it (‘NatWest’). What happened The parties are familiar with the background of this complaint – so I will only cover it briefly here. It reflects my informal remit. Mr G say... (4 pages)View decision -
Decision Reference DRN3526794
19 Mar 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Miss V and Mrs V have complained about the way CIS General Insurance Limited dealt with a claim Miss V - as a named driver - made under Mrs V’s car insurance policy. backgroundMiss V made two claims under Mrs V’s policy to CIS: in February and March 2018. Miss V made ... (4 pages)View decision
