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 4212 results
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Decision Reference DRN-2864136
29 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2864136 The complaint A company, which I’ll refer to as B, complains that Aviva Insurance Limited incorrectly dealt with a claim that was made against its mini fleet insurance policy. Mr M, who is a director of B, brings the complaint on B’s behalf. What happened The facts of the case... (2 pages)View decision -
Decision Reference DRN-3904623
6 Feb 2023 Motorplus Limited UpheldInsuranceDRN-3904623 The complaint Mr C complains that Motorplus Limited didn’t log his claim on his motor insurance policy. He wants it to pay for his car repair. What happened Mr C called his insurer’s claims handler, Motorplus, to notify it of a damaged wingmirror on his car as required by his p... (2 pages)View decision -
Decision Reference DRN0369118
27 Jan 2015 Suzuki Financial Services Limited Not upheldBanking and creditMr D says that Suzuki Financial Services Limited (‘SFSL’) mis-sold a hire purchase agreement for a car. He said that the car was advertised with finance at 0% interest but when he saw the agreement he had signed this was not the case. He wants to cancel the finance and reject the car.bac... (2 pages)View decision -
Decision Reference DRN0344889
4 Aug 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss J complains that Royal & Sun Alliance Insurance Plc (RSA) cancelled her motor insurance policy from the start. It did this after finding that her daughter was the registered keeper of the insured car. She wants it to reinstate the policy and deal with her... (2 pages)View decision -
Decision Reference DRN-2838601
19 Jul 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2838601 The complaint Mrs R has complained that Admiral Insurance Company Limited undervalued her van when it settled a claim for the van’s theft on her motor insurance policy. What happened Mrs R had a van which she converted into a campervan. It was stolen and Mrs R claimed on her p... (2 pages)View decision -
Decision Reference DRN-3227260
25 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3227260 The complaint Mr M complains that Santander UK Plc (“Santander”) unfairly declined to make a chargeback following a dispute. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M gambled using an online casino I’ll refer t... (2 pages)View decision -
Decision Reference DRN4969211
2 Jul 2018 Secure Trust Bank Plc Not upheldBanking and creditMs H complains that Secure Trust Bank Plc terminated her finance agreement and wouldn’t accept payments from her.backgroundMs H bought a car in late 2012 with finance provided by Secure Trust. She missed a payment in January 2016 and from October 2016 onwards she misse... (2 pages)View decision -
Decision Reference DRN-4886931
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4886931 The complaint Mr B has complained that Haven Insurance Company Limited recorded a fault claim against him when it didn’t carry out an adequate investigation into a claim he made under his motor insurance policy. What happened The background to this complaint is well known to Mr... (2 pages)View decision -
Decision Reference DRN1182793
31 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs Y has complained about the Advantage Gold packaged bank account that National Westminster Bank Plc (NatWest) sold to her in June 2008. backgroundMrs Y says that NatWest recommended the account to her and that she doesn’t know why because it was of no use to her.... (2 pages)View decision -
Decision Reference DRN3355326
6 Aug 2019 Virgin Money plc UpheldBanking and creditMiss B complains that Virgin Money plc will not backdate the date of a default to October 2016.backgroundMiss B says she entered into a debt management plan with Virgin in October 2016 but she says it wasn’t until November 2017 that it registered a default on her credit file. Miss B says t... (2 pages)View decision
