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 4245 results
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Decision Reference DRN-3598132
14 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3598132 Complaint Mr and Mrs C complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say were misrepresented to them by the supplier. Mr and Mrs C are r... (7 pages)View decision -
Decision Reference DRN-3206297
6 Apr 2022 Haven Insurance Company Limited Not upheldInsuranceDRN-3206297 The complaint Mr A complains that Haven Insurance Company Limited declined his claim for his car when it was written off after an accident. He also complains that they cancelled his policy and sold the car at auction without his consent. What happened Mr A authorised his sister... (5 pages)View decision -
Decision Reference DRN-3836000
21 Dec 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3836000 The complaint Mr and Mrs C complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under sections 56, 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mr ... (8 pages)View decision -
Decision Reference DRN-4496899
5 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4496899 The complaint Mr A has complained about the way Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) administered a hire purchase agreement. Mr A has been represented but, to keep things simple, I’ll mainly refer to Mr A throughout. What happened ... (5 pages)View decision -
Decision Reference DRN-3997166
14 Jun 2023 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-3997166 The complaint Mrs M says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching her personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) and that this caused the transfer value to fall by around £2,000. What happened Summary... (5 pages)View decision -
Decision Reference DRN2517358
12 Sep 2016 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains about the increase in his motor insurance premium by Admiral Insurance Company Limited.backgroundMr M took out a motor insurance policy with Admiral in February 2015 shortly after passing his driving test. The policy was accepted on the basis that the veh... (2 pages)View decision -
Decision Reference DRN-3493101
25 May 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3493101 The complaint Mr L complains that Advantage Insurance Company Limited gave him incorrect advice about making a claim on his motor insurance policy. What happened Mr L’s car was hit and damaged by a stolen car. Advantage told Mr L that if he made a claim on his policy, then his ... (2 pages)View decision -
Decision Reference DRN5188455
8 Aug 2018 Lloyds Bank PLC Not upheldBanking and creditMrs G has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Select packaged bank account to her in 2007. backgroundOne of our adjudicators looked at Mrs G’s complaint and didn’t think Lloyds had mis-sold the packaged account. Mrs G disagreed and asked for an ombud... (2 pages)View decision -
Decision Reference DRN3080669
3 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs B complains that National Westminster Bank Plc mis-sold her a packaged bank account in May 2009. She complains that she didn’t gain any benefit from taking the account.backgroundMrs B held a basic fee-free account with NatWest. In May 2009 she upgraded it to a packaged “Advantage Gol... (2 pages)View decision -
Decision Reference DRN6105359
23 Aug 2016 Canada Square Operations Limited UpheldPayment protection insurance (PPI)Mr H says Canada Square Operations Limited (trading as “Egg”) mis-sold him a payment protection insurance (“PPI ”) policy.backgroundIn 2004, Mr H applied for an Egg credit card online. At the same time, it sold him a PPI policy to go with it. One of our adjudicators ... (2 pages)View decision
