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 4310 results
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Decision Reference DRN4822488
26 Sep 2017 Saga Services Limited Not upheldInsurance (excluding PPI)Mr B has complained that Saga Services Limited didn’t give him enough time to reply to it and he found their letters threatening. Mr B bought a car insurance policy with Saga.backgroundMr B bought a car insurance policy with Saga. It asked him to provide proof of... (2 pages)View decision -
Decision Reference DRN4271349
24 Feb 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr H complains about how One Call Insurance Services Limited cancelled his car insurance.backgroundIn October Mr H phoned One Call to take out car insurance. They asked him to provide further information, including his driving license, signed direct debit instruction and ... (2 pages)View decision -
Decision Reference DRN4871646
30 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMrs K says Lloyds Bank PLC mis-sold her a Silver packaged bank account.BackgroundMrs K’s account history is as follows: February 2008: opened as a fee-free account, May 2009: changed to a Silver account, July 2018: changed to a fee-free account. Our adjudicator assessed the com... (2 pages)View decision -
Decision Reference DRN2422154
16 Sep 2016 Instant Cash Loans Limited UpheldBanking and creditMr W complains that Instant Cash Loans Limited (trading as “The Money Shop”) shouldn’t have lent him money in April 2013. He says that Instant Cash Loans didn’t do enough to check that he could afford the loan. backgroundIn April 2013 Mr W took a running account pers... (2 pages)View decision -
Decision Reference DRN8135971
9 Oct 2019 Nationwide Building Society Not upheldBanking and creditMrs M complains about the policies and practices of Nationwide Building Society in relation to powers of attorney.backgroundMrs M is represented in this complaint by her son Mr M. Mr M has a lasting power of attorney (LPA) for his mother. He applied to register the LPA with Nationwide. But... (2 pages)View decision -
Decision Reference DRN6616235
11 Dec 2015 GE Money Secured Loans Limited Not upheldBanking and creditMr and Mrs R have complained about fees and charges added to their secured loan account by GE Money Secured Loans Limited (“GE Money”).background Mr and Mrs R have a secured loan with GE Money. They are unhappy about fees and charges added to the account.Our adjudicato... (3 pages)View decision -
Decision Reference DRN-4162187
26 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4162187 The complaint Mr K complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened Mr K was a director of a company. The company acquired a sports utility vehicle. For the year from late January 2021, Mr K took out an Aviva policy for the ... (3 pages)View decision -
Decision Reference DRN2916899
25 Apr 2019 Callcredit Limited Not upheldBanking and creditMr L complains he couldn’t access the information on his credit record with Callcredit Consumer Limited, trading as Noddle. When he tried to sort out some of the problems, he was concerned by the bad customer service he got over the phone. backgroundMr L was having i... (2 pages)View decision -
Decision Reference DRN-2666302
15 Mar 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2666302 The complaint Mr W’s complaint is about the charges applied at the end of his hire agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He rejects the claim for damage. What happened Mr W entered into a hire agreement with MBFS in September 2017. At the end of the... (3 pages)View decision -
Decision Reference DRN-2274703
4 Feb 2021 Raedex Consortium Limited Not upheldConsumer CreditDRN-2274703 The complaint Mr S complains about excess mileage charges in relation to a car hired to him under a hire agreement with Raedex Consortium Limited trading as Wheels4Sure (“W4S”). What happened In January 2018 Mr S was supplied with a car and entered into a hire agreement with W4... (2 pages)View decision
