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 4755 results
-
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 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 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 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-2888114
22 Jun 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2888114 The complaint Mr E and Mrs E complain that Nationwide Building Society (Nationwide) mishandled a Power of Attorney. What happened Mrs E gave Mr E and his brother Power of Attorney (POA) over her property and financial affairs in June 2019. The joint current account for Mr E and... (5 pages)View decision -
Decision Reference DRN4887302
16 Dec 2019 Barclays Bank UK PLC Not upheldBanking and creditMr L, Mrs W and Mrs P hold power of attorney for Mrs L. Mr L, Mrs W and Mrs P bring this complaint on behalf of Mrs L in relation to the accounts she holds with the Barclays Bank UK PLC. The complaint largely concerns issues experienced by Mr L in dealing with these accounts and the subseq... (4 pages)View decision -
Decision Reference DRN8003316
14 Feb 2020 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr A complains that a training course that he paid for using a fixed sum loan agreement with Caledonian Consumer Finance Limited was misrepresented to him and wasn’t of satisfactory quality.backgroundMr A entered into a fixed sum loan agreement with Caledonian Consumer Finance in January 2... (2 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision