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 DRN4730120
3 Sep 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about how UK Insurance Limited (“UKI”) handled and settled a fault claim under his motor insurance policy, without keeping him informed and without considering all the evidence.background Mr W’s vehicle, driven by a named driver under the policy, was involved in a minor... (3 pages)View decision -
Decision Reference DRN3454109
13 Apr 2016 Octagon Insurance Company Limited Not upheldInsurance (excluding PPI)Miss B complains about the level of service provided by Octagon Insurance Company Limited when she made a claim under her motor insurance policy. She wants answers to her questions.backgroundMiss B was involved in an incident which she says wasn’t her fault. Octag... (3 pages)View decision -
Decision Reference DRN7310887
2 Apr 2020 Accord Mortgages Limited Not upheldBanking and creditThis complaint is about a mortgage in the names of Mr C1 and Mr C2 taken out with Accord Mortgages Limited. Mr C1, who has dealt with the complaint throughout, says that Accord has overcharged interest on the mortgage account. Mr C1 wants the excess interest refunded and compensation of £2... (3 pages)View decision -
Decision Reference DRN-1374198
8 May 2020 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-1374198 The complaintMiss H complains that The Co-operative Bank plc( Co-op) unfairly registered a default on her credit file. What happenedMiss H says Co-op registered a default on her credit file in 2016 when she had told it about her financial problems and that she had approached a ... (2 pages)View decision -
Decision Reference DRN-1252241
25 Mar 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1252241The complaintMr A complains that Aviva Insurance Limited trading as Quotemehappy.com (Aviva) recorded a claim against him on a motor insurance policy. What happenedMr A insured his car with Aviva. It contacted him to say it had been told by another insurance company that he’d be... (3 pages)View decision -
Decision Reference DRN6997300
10 May 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss A complains that the car she acquired through a hire purchase agreement (HPA) with Mercedes-Benz Financial Services UK Limited (the business) was not of satisfactory quality.backgroundMiss A entered into a three year HPA with business in October 2014 to acquire... (3 pages)View decision -
Decision Reference DRN9136968
4 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr N has complained that Barclays Bank Plc (“Barclays”) mis-sold an Additions Active packaged bank account to him in 2012. Mr N has used a claims management company (CMC) to bring this complaint to us.backgroundOne of our adjudicators has looked into Mr N’s complaint a... (2 pages)View decision -
Decision Reference DRN1331811
14 Dec 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R has complained that U K Insurance Limited (UKI) has turned down his claim under his motor insurance policy following the theft of his car. backgroundMr R bought a car and it was stolen soon afterwards. He claimed under his policy and UKI investigated. They establi... (2 pages)View decision -
Decision Reference DRN-2865932
3 Aug 2021 Society of Lloyd's Not upheldInsuranceDRN-2865932 The complaint Mr O is unhappy with Society of Lloyds’ decision to not pay his claim. What happened Mr O said he took an income protection policy with Lloyds in 2016. He was made redundant and so claimed on his policy in August 2019. Mr O said that Lloyds has asked him to provi... (3 pages)View decision -
Decision Reference DRN-4024524
30 Mar 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4024524 The complaint Mr K says Hastings Insurance Services Limited made an error when amending his motor insurance policy and that it wouldn’t honour the quote it gave him due to the error. What happened Mr K took the policy out in June 2022. He tried to get a quote for a new car in A... (2 pages)View decision
