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 4393 results
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Decision Reference DRN0652243
25 Jan 2018 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the level of service provided by Ageas Insurance Limited for his alloy wheel repairs motor insurance policy. He wants the repairs done and a pro-rata refund of his premium.background Mr G took out an alloy wheel repairs policy for his new car. But t... (2 pages)View decision -
Decision Reference DRN-2887655
3 Aug 2021 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-2887655 The complaint Miss H complains about the way that Cabot Credit Management Group Limited has managed an outstanding debt in her name. Miss H wants Cabot to apologise and pay compensation. What happened In 2019, Cabot bought an outstanding debt in the name of Miss H. Cabot contac... (3 pages)View decision -
Decision Reference DRN-3672402
16 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3672402 The complaint Mr J is complaining on behalf of the trustees (Mr B, Mrs J and Ms L) of a trust, about the poor service provided by Aviva Life & Pensions UK Limited (Aviva) when responding to Mr J’s information requests on behalf of the settlor, Mr B. The trust held his whole... (3 pages)View decision -
Decision Reference DRN-4367470
5 Oct 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4367470 The complaint Mrs B’s complaint is about difficulties and delays experienced in registering a third-party mandate and Power of Attorney with Nationwide Building Society on her behalf. Mrs B’s complaint is brought by her representative and daughter, Mrs G. What happened Mrs G wa... (3 pages)View decision -
Decision Reference DRN-3297276
31 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3297276 The complaint Mr C complains that Monzo Bank Ltd unfairly closed his account and believes that he was discriminated against. What happened Mr C opened a new account with Monzo and received several payments into it, all from different accounts. Monzo received information about o... (3 pages)View decision -
Decision Reference DRN-1992945
28 Sep 2020 Admiral Insurance Company Limited Not upheldInsuranceDRN-1992945The complaintMiss I complains that Admiral Insurance Company Limited (“Admiral”): paid out on a claim made by a third party (TP) under her motor insurance policy which wasn’t her fault; and didn’t keep her properly updated while it dealt with the claim.What happenedMiss I had ... (3 pages)View decision -
Decision Reference DRN-3583767
2 Sep 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3583767 The complaint Ms S is unhappy that Metro Bank PLC (Metro) won’t refund money she says was stolen from her account. What happened Ms S says she received a lump sum payment in 2010 of over £47,000 which was put into an account opened with Metro. Ms S says she only completed one l... (3 pages)View decision -
Decision Reference DRN-2460085
17 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2460085 The complaint Mr P complains that the information on his credit file provided by Vanquis Bank Limited (Vanquis) was wrong. What happened Mr P had a credit card with Vanquis. He was in financial difficulty. Several payment plans were agreed by Vanquis between September 2014 and ... (3 pages)View decision -
Decision Reference DRN4938652
13 Jun 2019 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr D and Mrs V complain about the decision made by Tesco Underwriting Limited to hold Mrs V at fault for an accident after she made a claim on their motor insurance policy. background On 23 September 2017 Mrs V says she was driving her car normally when a car drove t... (2 pages)View decision -
Decision Reference DRN-1523824
13 Feb 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1523824 The complaintMr B complains about the treatment of him by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) in respect of a hire agreement he had with it. Reference to VWFS in this decision also includes its agents.What happenedIn September ... (3 pages)View decision
