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 DRN3103736
24 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc refused to raise a chargeback in relation to a defective car he paid for with a debit card.backgroundIn May 2017 Mr L bought a car for £5,500. He paid £2,500 with his Bank of Scotland debit card, and the balance was paid ... (2 pages)View decision -
Decision Reference DRN-3600229
11 Aug 2022 Elderbridge Limited UpheldMortgagesDRN-3600229 The complaint Mrs U and the estate of Mr U complain that Elderbridge Limited lost their title deeds, which caused them distress and inconvenience. What happened Mr and Mrs U took out a secured loan, which was later transferred to Elderbridge. Their account was settled in Februa... (2 pages)View decision -
Decision Reference DRN3930959
10 Oct 2019 Close Brothers Limited Not upheldBanking and creditMr L complains about a fault with a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance.backgroundA used car was supplied to Mr L under a conditional sale agreement with Close Brothers that he electronically s... (2 pages)View decision -
Decision Reference DRN-4776268
28 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4776268 The complaint Mr A complains about the settlement payment One Insurance Limited (One Insurance) paid following the total loss of his car, under his motor insurance policy. What happened Mr A was involved in a car accident. His car was written off as a result of the damage that ... (2 pages)View decision -
Decision Reference DRN0143710
28 Jul 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms B says U K Insurance Limited (“UKI”) provided poor service to her after she made a claim on her motor insurance policy.background Ms B’s car was stolen. It took two months to settle the claim and Ms B had to chase UKI for updates. No letters about it were receive... (2 pages)View decision -
Decision Reference DRN-4529740
7 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4529740 The complaint Mr A complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car or SUV, first registered in 2015. Mr A acquired the car. He insured it on a comprehensive policy ... (3 pages)View decision -
Decision Reference DRN-1770603
16 Nov 2020 Target Servicing Limited Not upheldMortgagesDRN-1770603 The complaint Mr M has complained that Target Servicing Limited (Target) is pursuing him for payment of a loan. Mr M doesn’t believe Target is entitled to seek payment. He is asking Target to pay compensation. What happened In 2008 Mr M took out a secured loan with a business w... (2 pages)View decision -
Decision Reference DRN1530585
19 Jul 2013 Homecare Insurance Limited UpheldInsurance (excluding PPI)Mr Z is complaining that his mobile phone insurance claim was unfairly declined by Homecare Insurance Limited (“Homecare”).backgroundMr Z was travelling back to the UK and realised he had lost his Apple iPhone 4 at the airport. During the course of his claim he advised the business th... (2 pages)View decision -
Decision Reference DRN-3385439
13 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3385439 The complaint Miss B complains that Admiral Insurance Company Limited mishandled her motor insurance policy. Miss B is represented by her mother. Where I refer to Admiral, I include employees and others insofar as I hold Admiral responsible for their acts or omissions. What hap... (3 pages)View decision -
Decision Reference DRN-4054418
19 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4054418 The complaint Mr S has complained that Barclays Bank UK Plc unreasonably refused to refund transactions he didn’t authorise in the sum of £18,813.83 which took place between 1 and 8 August 2022. What happened Mr S contacted Barclays on 8 August to explain there was unusual acti... (2 pages)View decision
