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 4563 results
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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 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 DRN0242441
28 Feb 2018 BISL Limited Not upheldInsurance (excluding PPI)Miss K complains that BISL Limited insured her for the wrong car when she took out a motor insurance policy so she was stopped for driving whilst uninsured. Miss K is represented in this matter by her brother.backgroundMiss K called BISL to change the car covered b... (2 pages)View decision -
Decision Reference DRN-2746827
8 May 2021 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-2746827 The complaint Mr M complains about how American Express Services Europe Limited (AESEL) dealt with his promotional offer application. What happened Mr M says he tried to register in December 2020 for an AESEL promotional offer. He says he was unable to do so and wasn’t told he ... (2 pages)View decision -
Decision Reference DRN-4434222
30 Nov 2023 Dudley Building Society Not upheldBanking and PaymentsDRN-4434222 The complaint Mr D complains that he was unable to log into his one-year bond account with Dudley Building Society. What happened In October 2022 Mr D took out a one-year fixed rate bond with Dudley. In July 2023, he successfully registered for its online service. However when ... (2 pages)View decision -
Decision Reference DRN-2862791
8 Jun 2021 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-2862791 The complaint Mr R complains that a training course was misrepresented to him and that he didn’t know that he’d entered into a fixed sum loan agreement with Caledonian Consumer Finance Limited to pay for the course. He’s being helped with his complaint by his representative. Wh... (2 pages)View decision -
Decision Reference DRN5133068
11 Jul 2017 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s unhappy that he’s had to pay an excess when he made a claim on his CIS General Insurance Limited motor insurance policy. backgroundMr A was involved in an accident when his vehicle was hit by a motor cycle. He made a claim on his CIS motor insurance policy... (2 pages)View decision -
Decision Reference DRN-2352057
17 Dec 2020 FCE Bank Plc Not upheldConsumer CreditDRN-2352057 The complaint Ms H complains that a car she took on hire purchase from FCE Bank Plc was described as new but was in fact 15 months old when she collected it. What happened In October 2018 Ms H took out a hire purchase agreement with FCE Bank for a new car. The dealer’s invoice ... (2 pages)View decision -
Decision Reference DRN3472122
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has lost the title deeds to their property. They say the deeds date back to the 1700’s and the loss of them could materially affect a future sale of their property. background In 1995 Mr and Mrs G took out a mortgage with NatWe... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision
