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 4385 results
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Decision Reference DRN9559912
13 Dec 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D has complained that Calpe Insurance Company Limited unfairly cancelled his car insurance policy and looked to recover third party claim costs from him. backgroundMr D bought a car insurance policy with Calpe. In March 2018 Calpe received a claim from a third party’s representative (TP... (5 pages)View decision -
Decision Reference DRN-4258701
25 Oct 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4258701 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (5 pages)View decision -
Decision Reference DRN8636750
31 Oct 2014 Letchworth Autoway Centre Limited UpheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance (“PPI”) policy, sold alongside a hire purchase agreement in 2007. Mr C says that Letchworth Autoway Centre Limited (“Letchworth”) mis-sold the policy.backgroundThe background to this complaint is set out in my provis... (5 pages)View decision -
Decision Reference DRN4103368
18 Nov 2020 Creative Finance Corp Ltd UpheldBanking and creditMr F complains that Creative Finance Corp Ltd (trading as MotorKitty) has treated him unfairly by repossessing his motor vehicle. He says the correct procedures weren’t followed before the repossession, that Creative has failed to pay him the true value of the vehicle, and that he is still... (7 pages)View decision -
Decision Reference DRN-4248181
24 Jul 2023 Black Horse Limited Not upheldConsumer CreditDRN-4248181 The complaint Mr P complains that a used vehicle supplied by Black Horse Limited under a hire purchase agreement (HPA) was of unsatisfactory quality and he should have been allowed to reject it. He’s also unhappy about the way the agreement ended and the impact of this on his c... (6 pages)View decision -
Decision Reference DRN3853213
21 Dec 2018 National Westminster Bank Plc UpheldBanking and creditMr W is unhappy because National Westminster Bank Plc (NatWest) refuses to give him back the money he says a fraudster took from his account. And he says he received poor customer service after he reported the fraud to the bank.backgroundIn October 2017 Mr W was a vi... (15 pages)View decision -
Decision Reference DRN8014830
8 May 2014 Barclays Bank Plc Not upheldBanking and creditMiss E complains that Barclays Bank Plc failed to give her proper notification that it intended to place default markers on her credit file. backgroundMiss E faced financial difficulties in 2009 and exceeded her overdraft limit on two accounts she held with Barclays. The bank sent Miss ... (2 pages)View decision -
Decision Reference DRN7638370
19 Apr 2013 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr A represents his wife, Mrs A, in this complaint. He is unhappy that Aviva has declined a claim under a motor insurance policy, and voided Mrs A’s policy, following the theft of a vehicle. our initial adjudicationThe adjudicator upheld the complaint in part on the basis that Aviva, ... (5 pages)View decision -
Decision Reference DRN9454310
22 Jul 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr K complains that the vehicle he acquired through a hire purchase agreement financed by Volkswagen Financial Services (UK) Limited was misrepresented. He wants to reject the vehicle and receive a refund or a replacement vehicle.backgroundMr K is represented in this complaint by a friend ... (5 pages)View decision -
Decision Reference DRN-2381187
2 Dec 2020 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2381187 The complaint Mr S complains that Sainsbury’s Bank Plc will not refund him for disputed transactions that took place on a credit card he didn’t apply for. He wants Sainsbury’s to not hold him liable for the debt, remove the credit card from his name, correct his credit file and... (7 pages)View decision
