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 4395 results
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Decision Reference DRN5825925
7 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss D complains about the service she received from Mercedes Benz Financial Services UK Limited (MBFS) when she wanted to terminate a hire purchase agreement. She says it did not afford her rights which she has under the Consumer Credit Act 1974 (CCA).backgroundIn May ... (2 pages)View decision -
Decision Reference DRN-4095119
3 Aug 2023 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-4095119 The complaint Mr C complains that Amazon Payments UK Limited (APUK) won’t close his account and release the funds that belong to him. What happened Mr C says that on 26 March 2020, APUK suspended his seller account for high pricing and keeping his funds on hold when all items t... (2 pages)View decision -
Decision Reference DRN-3655876
23 Sep 2022 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-3655876 The complaint Mr H complains that PayPal (Europe) Sarl et Cie SCA (PayPal) have provided his contact details to a third party putting his security at risk. What happened Mr H said after making a purchase with PayPal his address and telephone details were sent to the seller. And... (2 pages)View decision -
Decision Reference DRN7541950
3 Jan 2019 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (‘PPI’) policy taken out in 1997. Mrs R says Bank of Scotland plc (‘BOS’) mis-sold her the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonabl... (2 pages)View decision -
Decision Reference DRN0702839
26 Jul 2017 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr H says Bank of Scotland Plc (“BoS”) mis-sold him a payment protection insurance (“PPI”) policy. backgroundMr H bought the policy in 2002 at the same time as taking out a credit card. Our adjudicator didn’t uphold the complaint. Mr H disagreed with the adjudicator’... (2 pages)View decision -
Decision Reference DRN8159641
5 Jun 2017 Nationwide Building Society Not upheldBanking and creditMs L complains that Nationwide Building Society registered a default against her account and recorded adverse credit information on her credit file.background Ms L held an account with Nationwide which fell into overdraft when she experienced financial difficulties. Nati... (2 pages)View decision -
Decision Reference DRN6992652
16 Mar 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr E complains that Zenith Insurance plc voided his motor insurance policy and didn’t cover a claim he made on it.backgroundMr E’s son, “Mr E2”, was a named driver on the policy and was driving the car when it collided with another vehicle. The car was written off ... (2 pages)View decision -
Decision Reference DRN5303027
10 May 2016 Barclays Bank Trust Company Limited Not upheldInvestment and pensionsMs C complains as the beneficiary under a trust where Barclays Bank Trust Company Limited is acting as the trustee. Ms C says Barclays delayed distributing the trust assets to her. She also complains about the costs associated with winding up the trust.backgroundMs C’... (2 pages)View decision -
Decision Reference DRN-2923108
15 Aug 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-2923108 The complaint Mr C has complained that Admiral Insurance Company Limited declined a theft claim he made under his car insurance policy. What happened Mr C said his car was given to him as a gift from his parents. The V5 registration document was in the name of a family motor tr... (2 pages)View decision -
Decision Reference DRN-4970253
16 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4970253 The complaint Mr P has complained that esure Insurance Limited unreasonably cancelled his motor policy following a claim. What happened Mr P insured his car with esure from June 2023. Sadly, in July 2023 his car caught fire and was eventually deemed a total loss. Mr P bough... (9 pages)View decision
