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 DRN8165420
6 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs R complains that The Royal Bank of Scotland plc (“RBS”) refuses to acknowledge her status as a party to a joint mortgage account and co-mortgagor.background Mrs R brings this complaint through her daughter who has a lasting power of attorney.Mrs R and her former partner jointly o... (3 pages)View decision -
Decision Reference DRN-3598132
14 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3598132 Complaint Mr and Mrs C complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say were misrepresented to them by the supplier. Mr and Mrs C are r... (7 pages)View decision -
Decision Reference DRN-4059404
31 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4059404 The complaint Mr D and Miss D are unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) when purchasing car insurance. Mr D and Miss D are both parties to this complaint. Mr D has primarily dealt with this service. For ease of reference I have ref... (5 pages)View decision -
Decision Reference DRN3913698
30 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaint Mr M has complained that Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) didn’t carry out a discretionary ad hoc review of his Family SunTrust Scheme (FST) as it had promised to do in July 2016. He believes he hasn’t been treated f... (7 pages)View decision -
Decision Reference DRN5117815
8 Nov 2019 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Miss A has complained that Tesco Underwriting Limited unfairly avoided her car insurance policy after she submitted a claim for the theft of her car.backgroundIn February 2018 Miss A took possession of a car that her son had arranged for her on a personal contract hire plan. She took out a... (7 pages)View decision -
Decision Reference DRN-4496899
5 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4496899 The complaint Mr A has complained about the way Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) administered a hire purchase agreement. Mr A has been represented but, to keep things simple, I’ll mainly refer to Mr A throughout. What happened ... (5 pages)View decision -
Decision Reference DRN7523240
24 Apr 2020 Revolut Ltd Not upheldBanking and creditComplaintMr O complains about the time it took Revolut Ltd to return funds when they closed his account. He’s also unhappy that when the funds were returned, certain fees had been deducted.BackgroundIn December 2018 Revolut carried out a review on Mr O’s account. As part of the review, Rev... (2 pages)View decision -
Decision Reference DRN-2890683
17 Dec 2021 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-2890683 The complaint Miss P is complaining that AIB Group (UK) Plc won’t refund transactions she didn’t authorise. What happened The full details of this complaint are well known to both parties so I won’t repeat them again here. Instead I’ll recap the key points and focus on giving t... (3 pages)View decision -
Decision Reference DRN-4600540
28 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4600540 The complaint Mr W complains U K Insurance Limited’s (UKI) poor handling of a claim resulted in a County Court Judgement (CCJ) being recorded against him. What happened In late 2021, Mr W was involved in an accident with a third-party car. They exchanged details and Mr W notif... (2 pages)View decision -
Decision Reference DRN-2145999
7 Oct 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2145999 The complaint Mrs B complains that Barclays Bank UK PLC (“Barclays”) changed the name registered to her bank account without her permission and have caused her distress and inconvenience. What happened Mrs B holds an account with Barclays. She was unfortunately diagnosed with a... (3 pages)View decision
