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 4395 results
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Decision Reference DRN-4915419
18 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4915419 The complaint Mr K complains that Aviva Insurance Limited (Aviva) declined a claim made under his van insurance policy. What happened In October 2021, Mr K purchased a van via an online marketplace in cash, for a much lower price than he’d seen similar vehicles for. Mr K wa... (3 pages)View decision -
Decision Reference DRN-4803716
5 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4803716 The complaint Miss M complains that esure Insurance Limited mishandled her motor insurance policy. What happened In September 2022, Miss M had a car with a cherished number plate. For the year from early September 2022, Miss M had the car insured on a policy with esure. The cos... (3 pages)View decision -
Decision Reference DRN0373432
28 Nov 2016 Investment Funds Direct Limited Not upheldInvestment and pensionsMrs G’s complaint is about investments held in her husband’s name with Investment Funds Direct Limited (‘IFDL’). After Mr G died Mrs G became the executor of his estate. Mrs G asked IFDL to transfer some investments to a new firm (‘firm 2’) and to encash other inves... (3 pages)View decision -
Decision Reference DRN-4014064
22 May 2023 One Insurance Limited Not upheldInsuranceDRN-4014064 The complaint Mr B complained that One Insurance declined a theft claim under his motor insurance policy. What happened When Mr B made a claim after his car was stolen, One Insurance discovered that Mr B wasn’t the car’s owner and registered keeper at all. Instead that was a li... (2 pages)View decision -
Decision Reference DRN-2980181
18 Aug 2021 NewDay Ltd Not upheldConsumer CreditDRN-2980181 The complaint Mr S says that a default was recorded on his credit file later than it should have been. As a result, it will remain on his file for some time after it should have been removed. Mr S says NewDay Ltd is responsible, for reasons which I shall explain. What happened ... (3 pages)View decision -
Decision Reference DRN0967119
20 Dec 2017 NewDay Ltd UpheldBanking and creditMr J complains that NewDay Ltd (NewDay) registered a default notice on his credit file without telling him and won’t remove it. backgroundMr J opened a credit card account with NewDay in 2000. Unfortunately, in 2012, Mr J started to experience some financial difficu... (2 pages)View decision -
Decision Reference DRN3582562
13 Sep 2019 James Hay Administration Company Ltd Not upheldInvestment and pensionsMr W has complained about James Hay Administration Company Ltd. He is unhappy with the delay in the transfer of his James Hay Self Invested Personal Pension (SIPP) to a new SIPP provider. He was particularly concerned over the delays between 5 March 2018 and 9 April 2018 during which time ... (3 pages)View decision -
Decision Reference DRN-2240293
18 Jan 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2240293 The complaint Mr D complains that Volkswagen Financial Services (UK) Limited (VFS) repossessed a car without due process. What happened In September 2018 Mr D acquired a car funded by a hire purchase agreement. This was repayable in monthly instalments of £285.78 over a period ... (3 pages)View decision -
Decision Reference DRN-4337042
27 Nov 2023 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-4337042 The complaint Mr D is unhappy that AIB Group (UK) Plc (“AIB”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving r... (3 pages)View decision -
Decision Reference DRN2398330
19 Jan 2017 Barclays Bank Plc UpheldBanking and creditMr and Mrs B say they received very poor customer service from Barclays Bank Plc when they had a problem with their bank cards, including delaying in sending out their new cards and failing to acknowledge the Powers of Attorney they’d signed.backgroundAround July 2016... (3 pages)View decision
