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 4755 results
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Decision Reference DRN-2900577
29 Jul 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-2900577 The complaint, Mr T complains that Toyota Financial Services (UK) Plc (“TFS”) unfairly applied a marker on a car, that it had no interest in, causing him to lose a sale he’d arranged for that car. What happened In July 2020 Mr T acquired a car via a hire purchase agreement with... (3 pages)View decision -
Decision Reference DRN7586472
1 Aug 2014 Barclays Bank Plc UpheldBanking and creditMr B complains about the way Barclays Bank Plc (trading as Barclaycard) treated him following some fraudulent transactions on his credit card account. backgroundBarclaycard detected some fraudulent transactions on Mr B’s credit card account. It stopped his card, contacted him and refun... (2 pages)View decision -
Decision Reference DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN0683853
28 May 2015 Chaucer Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Chaucer Insurance Services Ltd unfairly cancelled her motor insurance policy.backgroundMrs K bought a motor insurance policy from Chaucer and it started immediately. The following day, it wrote to Mrs K and asked her to send it the following... (3 pages)View decision -
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 DRN0892583
15 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc (trading as Halifax) will not remove a default registration that it made on his credit file.backgroundMr B had a current account with Halifax, with an overdrawn balance. Mr B had not actively used the account since 2007, but made nominal payments... (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 DRN6333271
22 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr M complains about a vehicle he acquired through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He believes he was misled about the age of the vehicle and the remaining term of the manufacturer’s warranty.backgroundMr M took out ... (2 pages)View decision