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 4385 results
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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 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 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 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-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 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 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-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-2954096
24 Aug 2021 By Miles Ltd Not upheldInsuranceDRN-2954096 The complaint Mrs K complains that By Miles Ltd cancelled her motor insurance policy. She wants it to reinstate the policy and remove records of the cancellation. And she wants compensation for her trouble and upset and increased premiums due to the cancellation. Mrs K is repre... (2 pages)View decision -
Decision Reference DRN1688339
3 Feb 2020 MBNA Limited Not upheldBanking and creditMr L complains that MBNA Limited declined his claim under section 75 of the Consumer Credit Act 1974 in relation to the misrepresentation of a used car.backgroundIn January 2019 Mr L bought a second hand Jaguar car in an online auction. He paid about £2,000 (in euros) with his MBNA credit ... (2 pages)View decision
