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 4269 results
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Decision Reference DRN7294652
25 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr A held insurance with Royal & Sun Alliance Insurance Plc (“RSA”) and he complains that it lost his personal information. backgroundRSA wrote to Mr A to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whether the data... (2 pages)View decision -
Decision Reference DRN9691292
30 Jan 2017 FCA Automotive Services UK Ltd Not upheldBanking and creditMr S has complained that a car he took out finance for, through FCA Automotive Services UK Ltd, wasn’t as described.Mr S has been represented in bringing his complaint. But for clarity, I’ll refer to all submissions made on his behalf as having been made by him ... (2 pages)View decision -
Decision Reference DRN-3430511
19 Apr 2022 National Westminster Bank Plc Not upheldMortgagesDRN-3430511 The complaint Mr and Mrs P’s complaint is that National Westminster Bank Plc (NatWest) didn’t return the deeds to their home when they paid off their mortgage. Mr and Mrs P believe NatWest was sent the deeds when they took out their mortgage and it likely later destroyed them, ... (5 pages)View decision -
Decision Reference DRN1595623
7 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr J complains about legal fees charged by solicitors appointed by National Westminster Bank Plc (“NatWest”) for work done to complete a purchase and mortgage transaction.backgroundMr J was purchasing a property with the aid of a mortgage from NatWest. He instructed solicitors to act fo... (2 pages)View decision -
Decision Reference DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN0683853
28 May 2015 Chaucer Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Chaucer Insurance Services Ltd unfairly cancelled her motor insurance policy.backgroundMrs K bought a motor insurance policy from Chaucer and it started immediately. The following day, it wrote to Mrs K and asked her to send it the following... (3 pages)View decision -
Decision Reference DRN6333271
22 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr M complains about a vehicle he acquired through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He believes he was misled about the age of the vehicle and the remaining term of the manufacturer’s warranty.backgroundMr M took out ... (2 pages)View decision -
Decision Reference DRN7954475
5 Sep 2017 N.I.I.B. Group Limited Not upheldBanking and creditMr C complains that N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance) won’t allow him to transfer a hire purchase agreement into his son’s name. Mr C’s son, who is the primary driver of the car, brings the complaint on behalf of his father, bu... (3 pages)View decision -
Decision Reference DRN2456336
16 Jun 2014 Holt Car Options Ltd Not upheldBanking and creditMr D complains about a finance agreement he took out through Holt Car Options Ltd so he could buy a car. He says the agreement was misrepresented to him and his signature was applied to one document without his knowledge. He is also unhappy about an insurance policy that was provided, ... (2 pages)View decision -
Decision Reference DRN-3238720
28 Apr 2022 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3238720 The complaint Mr B complains about the amount that he’s been charged by Hitachi Capital (UK) plc, trading as Hitachi Capital Vehicle Solutions, at the end of a hire agreement under which a car had been supplied to him. What happened A new car was supplied to Mr B under a hire a... (4 pages)View decision
