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 4196 results
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Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision -
Decision Reference DRN-3491235
13 Jun 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3491235 The complaint Mr M complains about the increase in premium quoted by Aviva Insurance Limited when he changed his car under his motor insurance policy. What happened Mr M changed his car and went online to obtain a quote from Aviva. He says he wanted to transfer his policy acros... (2 pages)View decision -
Decision Reference DRN8589811
2 Dec 2019 Kindertons Ltd Not upheldClaims ManagementMr S is unhappy at how Kindertons Ltd dealt with his claim for accident damage to his car.backgroundMr S’s car was parked and unattended in a public car park, when it was hit by another car. But there were two witnesses to this accident, and they left a note on Mr S’s car. Mr S reported th... (2 pages)View decision -
Decision Reference DRN9548371
24 Feb 2020 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss H complains that Admiral Insurance Company Limited wouldn’t pay her the market value of her written-off car and that it disposed of it without her permission. backgroundMiss H’s car was stolen in May 2017. It was found a few months later, but due to the extent of the damage done to i... (2 pages)View decision -
Decision Reference DRN-3788457
29 Nov 2022 Motability Operations Limited Not upheldConsumer CreditDRN-3788457 The complaint Mr A complains that Motability Operations Limited (MOL) failed to update his address details on his car’s logbook, in relation to a car that was supplied to him through a Hire Agreement. What happened In September 2017, Mr A entered into a hire agreement with MOL.... (2 pages)View decision -
Decision Reference DRN3441720
9 Sep 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs H complains that Aviva Insurance Limited provided her with very poor service when she made a claim on her motor insurance policy following an accident.background Mrs H reported the accident on 1 June 2015. Aviva told Mrs H she’d be held liable for the incident. ... (2 pages)View decision -
Decision Reference DRN1187404
8 Apr 2015 Ulster Bank Ltd Not upheldBanking and creditMiss M has complained about the sale of her packaged bank account by Ulster Bank Ltd. backgroundMiss M says her packaged bank account was mis-sold because she wasn’t advised as to what it entailed; didn’t receive information about it; and doesn’t think it has been ... (2 pages)View decision -
Decision Reference DRN2774961
12 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMrs C and Mr E have complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Select packaged bank account to them in 2006. They pay a monthly fee for the account which provides some benefits.Mrs C and Mr E have used a claims management company (CMC) to bring this comp... (2 pages)View decision -
Decision Reference DRN3779574
25 Jun 2018 Experian Limited UpheldBanking and creditMr B complains that Experian Limited has removed his electoral roll information from his credit report. He said this is a recurring issue which affects him financially. And he would like a permanent solution so this doesn’t happen again.background Mr B experienced the... (2 pages)View decision -
Decision Reference DRN-2426563
10 Feb 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2426563 The complaint Mr B complains about the service provided by TSB in relation to a current account that was held jointly by him and his mother, Mrs B. What happened Mr B holds Enduring Power of Attorney (EPA) for Mrs B, which has been registered with the Office of the Public Guard... (2 pages)View decision
