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 4321 results
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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 -
Decision Reference DRN-3340624
30 Mar 2022 Covea Insurance plc UpheldInsuranceDRN-3340624 The complaint Mr W complains about the valuation Covea Insurance plc (Covea) put on his car when it was damaged in an accident. What happened Mr W had motor insurance underwritten by Covea. Mr W’s car was badly damaged when it was hit by another vehicle. Covea decided the car w... (3 pages)View decision -
Decision Reference DRN-3591621
13 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3591621 The complaint Mr T complains that, though his mortgage offer from National Westminster Bank Plc agreed to cover his legal fees and “all standard disbursements” he was still charged a CHAPS fee. Although the fee was refunded, Mr T wanted NatWest to admit it was wrong. What happe... (3 pages)View decision -
Decision Reference DRN0228573
19 Jun 2015 TSB Bank plc Not upheldBanking and creditMs R has complained that TSB Bank PLC (then Lloyds-“TSB”) mis-sold packaged bank accounts to her. She was sold a Platinum account in 2010 and a Premier account in 2011. She paid, and is still paying in the case of the Premier, a monthly fee for the accounts which p... (2 pages)View decision -
Decision Reference DRN-5006063
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5006063 The complaint Mrs B complains that Inter Partner Assistance SA (“IPA”) mistakenly cancelled her breakdown policy and won’t reinstate it. What happened Mrs B held a monthly breakdown policy with IPA. She contacted IPA on 25 January 2024 to update her vehicle registration and ... (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 DRN3100332
7 May 2019 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc hasn’t returned the deeds to his house. He asks that it returns the title deeds and other documents related to his property or pays compensation.backgroundMr H repaid his mortgage with Barclays in 2009. He says Barclays faile... (2 pages)View decision
