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 4269 results
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Decision Reference DRN-4836460
7 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4836460 The complaint Mrs W and Mr W complain that U K Insurance Limited (UKI) didn’t update their car’s details and so they weren’t prompted to renew their motor insurance policy. They want compensation and their subsequent costs to be covered after Mrs W was stopped by the police.... (2 pages)View decision -
Decision Reference DRN-5174783
30 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5174783 The complaint R’s complaint is about a claim it made on its Covea Insurance plc (‘Covea’) childcare and business protection insurance policy, which Covea declined. R says that Covea treated it unfairly when declining its claim and that it has suffered considerable commercial... (3 pages)View decision -
Decision Reference DRN0559454
18 Jul 2016 Aviva Health UK Limited Not upheldInsurance (excluding PPI)Mr S isn’t happy with the way that Aviva Health UK Limited (“Aviva”) treated him when he made a claim on his private medical insurance policy. backgroundMr S arranged an operation through Aviva. He used a hospital that was nominated by Aviva. There was a complication ... (2 pages)View decision -
Decision Reference DRN3652015
15 Nov 2016 Link Financial Outsourcing Limited UpheldBanking and creditMr L complains that Link Financial Outsourcing Limited should have applied a default registration to his account at an earlier date.backgroundMr L says that in December 2008 he found himself in financial difficulties and could no longer maintain the minimum repayments... (2 pages)View decision -
Decision Reference DRN-4715489
17 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4715489 The complaint Mr M complains about a car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). Mr M is unhappy that he was not provided with the V5 registration document when he got the car and he has since been unable to tax t... (3 pages)View decision -
Decision Reference DRN6253920
3 Mar 2015 GE Money Home Lending Limited Not upheldBanking and creditMr and Mrs J claim that there is no valid mortgage between them and GE Money Home Lending Limited. They are asking GE Money to “redress all their grievances”.backgroundMr and Mrs J are customers of GE Money, having granted a mortgage to it in 2008 as security for a loan. In 2014 Mr and ... (3 pages)View decision -
Decision Reference DRN-4434222
30 Nov 2023 Dudley Building Society Not upheldBanking and PaymentsDRN-4434222 The complaint Mr D complains that he was unable to log into his one-year bond account with Dudley Building Society. What happened In October 2022 Mr D took out a one-year fixed rate bond with Dudley. In July 2023, he successfully registered for its online service. However when ... (2 pages)View decision -
Decision Reference DRN-3014237
6 Sep 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-3014237 The complaint Mr B complains about Acasta European Insurance Company Limited (Acasta) under his guarantee insurance policy. He believes Acasta unfairly declined a claim because he hadn’t obtained a separate installer guarantee from the contractor that replaced his roof. In this... (3 pages)View decision -
Decision Reference DRN7959153
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMr T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of his Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.backgroundMr T has an ISA account with Fidelity, w... (2 pages)View decision -
Decision Reference DRN2137344
27 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc did not remove a default on his account.backgroundBecause of arrears on Mr A’s account the bank registered a default. Following litigation the arrears were cleared but the bank did not remove the default registration. It eventually did... (1 page)View decision
